Assistant Front Office Manager

Mandarin Oriental Jakarta is looking for a 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.
 

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.
 

About the job

Based Mandarin Oriental Jakarta, the Assistant Front Office Manager is responsible for the whole Front Office Team, hand in hand with Front Office Manager in achieving the department’s goals. The Assistant Front Office Manager reports to the Director of Rooms.
 

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

1. Operations & Guest Relations

• Support the Front Office Manager in the daily operation of the department.
• Act as Guest Service Manager during assigned shifts, ensuring smooth service delivery.
• Handle guest complaints and comments tactfully, resolving issues to ensure satisfaction.
• Supervise and delegate duties to Front Office colleagues, ensuring workflows are logical and efficient.
• Maintain proper staffing and scheduling to meet operational needs.
• Cooperate and coordinate with other departments to ensure seamless guest service.
• Monitor grooming, hygiene, and professional behavior standards of Front Office colleagues.
• Perform any other operational duties assigned by the FOM or DOR.
   

2. Quality & Standards

• Ensure Legendary Quality Experience (LQE) Standards are fully implemented and consistently exceeded throughout the Front Office.
• Monitor service delivery and follow up on LQE and Richey action plans.
• Support and oversee the implementation of the Total Training Concept and Legendary Service Training.
• Encourage colleague development and promote a positive working environment.
• Lead by example in service excellence, motivating the team to uphold standards.
• Support health and safety compliance, monitoring adherence to company policies to achieve top audit scores.
• Provide coaching, counseling, and mentoring to Front Office colleagues.

3. Revenue & Administration

• Liaise with Reservations & Revenue Manager and DOR to maximize room yields and manage overbooking strategies.
• Arrange book-outs in accordance with MOHG policy while ensuring guest satisfaction.
• Manage and control the HMS Front Office system, including correct data input, system configuration, user access, and password control.
• Assist in compiling annual departmental operating budgets, capital expenditure, and manpower budgets.
• Control and analyze departmental costs to ensure spending remains within budget.
• Support recruitment, hiring, and P&C processes including performance appraisals, training, and disciplinary actions.
• Maintain confidentiality of all colleague and financial information.
• Prepare operational reports and documentation as required by the Front Office Manager.

As Assistant Front Office Manager, we expect from you:

Educational Background

• High School Diploma or Equivalent.

Experience

• Six years’ Front Office experience in a luxury hotel
• Two years’ experience in Front Office Management in a luxury hotel
• Experience in room revenue control, budget planning and cost control

Skill & Competencies

• Luxury hospitality standards & etiquette
• Guest Service Excellence
• Leadership & Team Management
• Problem-Solving & Service Recovery
• Networking & Local Knowledge
• Communication & Interpersonal Skills
• Operational & Administrative Competencies

Technical Proficiency

• Computer literacy.
• Hotel & Concierge Systems
• Communication & Information Tools
• Administrative & Reporting
• Digital & Modern Guest Experience

Our commitment to you

• 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.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.

We’re Fans. Are you?