Mandarin Oriental is looking for Assistant Front Office Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Located next to Taikoo Hui Shopping Centre and designed by tonychi studio, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include the two-MICHELIN-starred Jiang by Chef Fei, the elegant Lingnan garden-inspired Mandarin Oriental Cake Shop, the intimate whisky and cigar bar The Loft, the contemporary Chinese bistro TANG and the bold new cocktail destination LIÁNG. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

About the job

Based at the Mandarin Oriental, Guangzhou, within the Front Office Department in Guangzhou, the Assistant Front Office Manager is responsible for Assist Director of Front Office Operations or Front Office Manager to provide supervision, direction and management in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.

The Assistant Front Office Manager reports to the Front Office Manager.

As Assistant Front Office Manager, you will be responsible for the following duties:

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and colleague commitment for achieving the goal (CXS) of the department as well as the hotel. Ensure departmental practices are compliant with company policies and legal requirements.
• Assist in promoting upselling programs in Front Office and be always creative and proactive in recommending ways of achieving better results. Compile monthly upselling report/ analysis.
• Continually proactively find ways to improve the scores of all audits related to the department.
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company.
• Check all rooms assigned for VIPs prior to their arrivals ensuring amenities, room cleanliness and room facilities are ready and up to standard/ expectation.
• Coordinate and cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programs and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at anytime
• Be familiar with Front Desk, Guest Relations and Concierge’s Standard Operations Procedures and hotel’s policies and procedures. Make recommendations on operating procedures to ensure smooth operation when necessary.
• Familiar with Concierge related IT&T systems and take part in any system related activities
• Ensure instructions from senior management are being conveyed and followed through.
• Closely monitor individual colleague’s performance and proactively provide feedback, training, coaching and mentoring if appropriate. Responsible for colleague performance appraisal and development plan. Ensure standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations.
• Identify training needs of the department and establish effective training programs to ensure service standards and colleagues’ knowledge are met with required standards.
• Liaises with Learning and Development team when planning and reviewing the training needs
• Always maintain a good work relationship with other departments

As Assistant Front Office Manager, we expect from you:

• Minimum 5 years front office working experience in luxury hotel of which at least 1 year in a similar capacity.
• Strong knowledge of front office operations, including but not limited to cashier and reception, duty manager, concierge or relevant experience.
• Familiar with the LQA & Forbes standards
• Strong desire to deliver excellent guest services and with passion to serve.
• Ability to multi-task and remain composed at all times.
• A good team leader with ability to drive the team for results.
• Computer literacy which is no limited to Excel, Power Point and Word.
• Fluent in English and Mandarin, both spoken and written.

Our commitment to you:

Mandarin Oriental benefits

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Local benefits

• A competitive salary and benefits packages.
• Additional Medical insurance.
• Conveted Accommodation.

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