Mandarin Oriental is looking for an 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 the Director of Front Office Operations or Front Office Manager in overseeing the overall daily operations, supervision, and strategic management of the Front Office, in alignment with the hotel’s objectives, performance targets, and luxury service standards.

The Assistant Front Office Manager reports to the Assistant Director of Front Office Operations.

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

Operational Management

• Support, organize and oversee the daily operations of the Front Office to ensure exceptional guest service and operational efficiency.
• Lead and coordinate comprehensive manpower planning and deployment across all Front Office sections, including Duty Manager, Front Desk, Guest Relations, Concierge, Executive Lounge, and PABX, ensuring effective coverage and seamless operations at all times.

Guest Experience

• Handle all guest inquiries, complaints, emergency situations, and overbooking cases; personally attend to VIP guests and those being relocated to ensure satisfaction and brand protection.
• Inspect VIP rooms prior to arrival, ensuring readiness in terms of cleanliness, amenities, and overall presentation.

Team Leadership & Culture

• Foster a positive and engaging work environment that promotes teamwork, recognition, and high performance (aligned with Colleague Engagement Survey targets).
• Assist in colleague training, coaching, and development to build a high-performing team.

Revenue & Upselling

• Drive upselling initiatives within Front Office; monitor, analyze, and report monthly upselling performance.
• Proactively identify revenue opportunities and implement improvement plans.

Quality & Compliance

• Continuously improve departmental audit scores and ensure full compliance with company policies and legal requirements.
• Ensure SOPs are followed and recommend process improvements where necessary.

Coordination & Communication

• Maintain close coordination with Guest Services and housekeeping teams on room discrepancies, due-out, and high-balance accounts.
• Ensure all instructions from senior management are effectively communicated and executed.

Product Knowledge & Sales

• Maintain strong knowledge of all hotel services, facilities, room rates, packages, and promotions; actively promote and cross-sell hotel offerings.
• Conduct hotel tours for guests when required.

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 always remain composed.
• 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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