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

Do you want to deliver the exceptional? Work 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, every day, everywhere.

Mandarin Oriental Hotel Group 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 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, MICHELIN-Selected Restaurant Ebony, The Mandarin Cake Shop and The Loft. 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 within the Front Office in Guangzhou, the Assistant Manager takes a role in assisting to provide supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. The Assistant Manager also responsible for handling any guest inquiries or complaints and emergency situations round the clock and ensure guest satisfaction is attained with a good balance of the interest of the company. . The Assistant Manager reports to the Assistant Front Office Manager.

As  Assistant Manager, you will 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 (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements
• Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
• Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (PSMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation
• Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures

• Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
• Relieve duty and day-off of Guest Relations Manager/ Guest Services Manager when needed and upon request by superior
• Always maintain a good work relationship with other departments

As { Assistant Manager}, we expect from you:

• A minimum of 3 years’ Duty Manager experience in luxury hotel.
• Good knowledge of front desk operations.
• Strong desire to deliver excellent guest services and with passion to serve.
• Ability to multi-task and always remain composed.
• Computer literacy is not limited to Excel, Power Point and Word.
• Fluent in English and Mandarin, both spoken and written.

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.

Competitive Benefits Package.

We’re Fans. Are you?

广州文华东方酒店现诚聘大堂副理加入前厅部团队。

你是否渴望成就卓越？是否期望与团队协作取得成功，彰显诚信与尊重，并肩负责任？是否秉持不断成长的信念？我们诚邀你一同不懈追求，卓尔不凡。

文华东方是一家屡获殊荣的酒店集团，拥有及管理全球享负盛名的酒店、度假酒店及酒店管理式住宅，遍布全球最受欢迎的目的地，并拥有强大的发展前景。文华东方酒店集团为宾客提供融合东方魅力的21世纪奢华体验，凭借打造全球多个备受瞩目的项目而日益受到广泛认可。最为人称道的是，文华东方酒店集团致力于打造丰盈时光的体验，将平凡转变为卓越，将宾客转化为粉丝。

广州文华东方酒店位于广州市天河中央商务区核心地段，由季裕棠设计师事务所设计，提供广州城中宽敞的客房体验。酒店的米其林二星粤菜餐厅江-由辉师傅主理、米其林指南入选餐厅悦铂尼、文华饼店和The Loft酒吧为宾客提供了丰富的餐饮选择。蝉联福布斯旅游指南五星水疗奖的水疗中心环境典雅舒适，是这座喧嚣都市中沉思遐想和探索发现的世外桃源。

关于职位

该职位位于广州文华东方酒店前厅部，大堂副理负责大堂副理根据酒店制定的目标、绩效和质量标准，协助监督和领导前厅部的工作。大堂副理还负责处理客人的询问、投诉和紧急情况，确保客人满意，同时兼顾酒店的利益。大堂副理向前厅部副经理汇报。

作为大堂副理，你将负责以下职责：

• 支持、创造和促进热情气氛;维护一个工作环境，促进团队合作，绩效，反馈，认可，相互尊重和同事承诺，以实现部门和酒店的目标(同事满意度调查)。确保部门操作符合公司政策和法律要求。
• 协助前台的升级销售计划，并达到预期的结果。制定月度升级销售报告。
• 轮换夜班值班经理岗位。与工程，保安及客房部保持紧密联系，保障酒店在夜间顺利运营。
• 处理宾客问询及投诉，处理紧急情况，超额预定等情况。确保宾客始终满意，记录每日工作日志，并做好跟进工作，及时向前厅部运营总监分享。
• 协助前台接待及相关部门完成每日VIP客人的到店和离店安排。
• 协助前厅部各部门的经营和运转，确保各部门工作顺畅。
• 与其他部门保持良好的工作关系

作为大堂副理，我们期望你具备以下能力：

• 至少3年豪华酒店值班经理的工作经验
• 熟悉前台操作知识
• 强烈的为客人提供优质和热情服务的愿望
• 能够同时处理多项任务，并始终保持镇静
• 熟练计算机知识，不局限于Excel, Power Point和Word
• 流利的英语和普通话读写能力

我们对你的承诺

学习与发展：你的成功就是我们的成功。我们为你量身定制专属的学习与发展计划，助力你在职业生涯的各个阶段持续成长。

Mostay酒店入住福利：努力工作的同时，也需要适时放松。作为#MOfamily文华东方酒店集团的一员，无论你身在何处，都可以选择入住我们集团的酒店。MOstay福利为你及你的亲友提供酒店免费住宿和优惠房价。

员工健康：平衡工作与生活至关重要。我们关注你的身心健康，并在全球范围内为所有员工提供多种健康福利和康养体验。

退休计划：你的付出，我们定当回报。我们根据你的服务年限和职位，提供不同的退休计划。

极具竞争力的福利待遇。

We’re Fans. Are you?