Assistant Front Office Manager

Mandarin Oriental, Singapore 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. 

Mandarin Oriental, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.   

About the job 

Based at the Mandarin Oriental, Singapore within the Front Office Department, the Assistant Front Office Manager is responsible overseeing the effective and efficient operation of Front Office which includes Reception, Concierge, Business Centre, Club Lounge and Telephone departments. Plan, organize, and motivate team to excel in delivering Legendary Quality Experience to all guests.  The Assistant Front Office Manager reports to the Director of Rooms. 

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

• Read through arrival report and ensure accuracy of guest history, services and amenities are accorded.  
• Meet VIPs and perform guest relation duties and obtain comments and feedback. 
• Motivate all Front Office colleagues to upsell rooms and achieve higher average room rate 
• Monitor in implement action plans where necessary for Fans of M.O. member enrolment and premium spend including on property signup. 
• Monitor major group movement and coordinate with the various department 
• Put up action plan covering all areas of operations in handling major groups.  
• Monitor closed-out dates, room inventory and coordinates with Reservations. 
• Establish and maintain operation standards.   
• Innovate, initiate and maintain procedures to increase efficiency, productivity and maximum guest comfort and satisfaction.  Train colleagues on new work processes, understanding of policies and procedures.  Identify training needs and implements effective training program. 
• Ensure adequate human resources coverage that meets the demand in the hotel. 
• Guide, coach, counsels and evaluates the performance of GSM’s, GSE’s and GSA’s. 
• Ensure effective communication via daily briefings, weekly updates and monthly brainstorming sessions within the department.  
• Well-versed with Mandarin Oriental Hotel Group goals and information. 
• Perform any other reasonable duties as required by the Front Office Manager or the Rooms Division Manager. 

 As Assistant Front Office Manager, we expect from you:  

• Candidate must possess at least a Bachelor's Degree/Post Graduate Diploma/Professional Degree, Diploma/Advanced/Higher/Graduate Diploma or equivalent.

• Minimum 5 years of experience working in a 5-star hotel environment.

• At least 3 years of working experience as a Duty Manager in luxury hotel or similar capacity is required for this position.

• Preferably familiar with emergency procedures, security protocols and guest service standards.

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. 

We’re Fans. Are you?