Scope of Position

The Front Service Assistant Manager will be responsible, but not limited to, the Bell and Door ensuring an exceptional experience that is personalized and customized to each guest.

The candidate is required to be fluent in Japanese.

Organisational Structure

The Front Service Assistant Manager will report directly to the Front Service Manager and supervise Bell attendant, Door attendant, Bell Captain.

Duties and Supporting Responsibilities

• Greet, bid farewell, monitor and coordinate movement of all guests, patrons of the restaurant and function rooms. 
• Handle guest complaints diligently and professionally and always with good feedback to the guest on satisfaction.
• Ensures that standards are met and that the Front Service department, the limousine and parking are adhering to the MO standards at all times. Monitor the process via standards testing and retraining.
• Ability to organize and participate in group check ins and outs, bag pulls and delivery drops.
• Organize the Front Service department to ensure that focus of service is guest centric and create efficiencies to reduce the number of reports created that are not essential to the operation.
• Ability to set up, learn and utilize Alice to various departments and within the team.
• Ability to manage the financial aspects of limousine business and parking making suggestions and implementing ideas that can bring further revenue to the hotel and increase the quality of services.
• Ability to organize the team to deliver messages, packages and other items to guests rooms. Ability to run errands for Concierge desk and Housekeeping when necessary.
• During heavy arrival and departure of guests, function guests, have the ability to organize a plan of action to handle the higher volume of guests and patrons.
• Become the principal contact and liaison with the limousine companies, parking and any other outside contract related to the Front Services area.
• Keep the area in Front Services clean and tidy all the times (front and back).
• Manage the newspaper deliveries to ensure consistency and safety of our guests. Manage the financial aspects of the business.
• Handle domestic / international courier services for internal and external guests
• Perform regular inventory on long term storage and packages.
• Ensure that Legendary Quality Experience, policies, mission, vision and IMS objectives and targets are followed through.
• Ensure that the whole team have the highest standards of grooming.
• Conduct interviews, reviews and disciplinary actions as required with the team. Conduct training for the Front Services area and other areas as needed. P 3 of 5 Mandarin Oriental Hotel Group
• Follow all financial and payroll guidelines to ensure accurate and timely reports.
• Report in the Duty Managers log system any incidents for the Management’s attention and follow up with decisions made.
• Follow lost and found procedures.
• Attend internal meetings representing the department and the division and events outside the hotel as required.
• Organize or participate on monthly Duty Manager’s meeting with FOM to discuss operational matters
• Patrol the hotel premises regularly to ensure safety and security practices are being strictly adhered to
• Be well versed with accident and incident reporting procedures and take an active role in being a liaison person to assist guest on such issues
• Ensure Lobby presence in all areas.
• Propose, and initiate when approved, new services and products for our guests
• Perform any other tasks assigned by the management of the hotel.
• Completely familiar with knowledge of operation for Bell, Door, and Valet Service.
• Be a role model for Front Service with regards to Customer Delight and Guest Recognition
• Ensure smooth operation of Front Service by creating an encouraging and motivating environment for other colleagues.
• Be able to communicate smoothly and professionally with internal relevant sections and external partners.