Mandarin Oriental, Taipei is looking for a Duty Manager to join our Rooms 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, Taipei, with a prime location in Taipei’s most established business district, is poised to deliver a new era of luxury hospitality on opening. The hotel’s 303 comfortable and luxurious rooms and suites, are elegantly designed with classic inspiration and contemporary touches, and are the most spacious in the city.  Six restaurants and bars showcase innovative and superlative cuisine, while the spacious spa introduces the Group’s awarding-winning spa concepts together with holistic signature treatments and a range of wellness programmes. In addition, the diverse meeting and event spaces bring a level of sophistication and elegance to any occasion.

As Duty Manager, you will be responsible for the following duties: 

• Attend to guest's requests and complaints
• Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology
• Ensure LQE is delivered and a smooth and successful operation is carried out in these areas daily
• Co-ordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
• Co-ordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
• Co-ordinate with Housekeeping and Food and Beverage on any special requests for VIPs
• Co-ordinate with Security with regards to any criminal act within the hotel or suspicious guests
• Co-ordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances
• Inspect VIPs arrival rooms with appropriate amenities set up
• Meet and greet VIPs arrivals and departures as highlighted by FOM
• Uphold FLHSS procedures
• Uphold grooming standards
• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
• Attend scheduled meetings.
• Perform any other duties as assigned by Superior
• Ensure that standard, policies and procedures are maintained
• Responsible for overall cleanliness of the hotel
• Make every effort to ensure that guests of the hotel are made as comfortable and contented as possible
• Co-ordinate and take charge of any emergency until General Manager or Hotel Manager arrives
• Recommend improvements in hotel operations where there are opportunities for improving service, increase revenue, etc
• Check the reading file to update on all new e-mails, faxes or correspondence which may require personal attention
• Attend Front Office briefing and Operations meeting and ensure that all instruction given is carry out expeditiously
• Highlight log entries during daily Operations meeting
• Check through the day arrival report and ensures that the necessary preparations are done by respective departments 
• Check VIP rooms and their special requests
• Check all public areas and colleague areas for any irregularities and cleanliness
• Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment
• Check daily event order and ensure that the necessary signboards and arrangements are done
• Log all complaints/irregularities for Management reference
• Handle all complaints from guests and transmits them to the departments concerned and see that corrective actions are taken immediately
• Constantly check appearance, grooming of uniform colleagues
• Do physical check of the rooms of expected check out guests if the guest has not checked out by the scheduled time with DND sign.
• Ensure Front Office colleagues verify the Housekeeping report and follow up on any discrepancies
• Ensure all lights in the public areas are lit at the appropriate time
• Ensure that all areas are cleaned and checked thoroughly by night cleaners
• Attend Rooms Division update weekly
• Conduct departmental training and also makes appropriate suggestions to improve whenever necessary

As Duty Manager, we expect from you: 

• Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred
• A minimum of 5 years of experience working in a 5-star hotel environment, including 2 years in Rooms Division
• Local national is preferred

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.

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