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Front Desk Manager

Santiago, Chile, Región Metropolitana de Santiago, Chile

Front Desk Manager

  • Santiago, Chile
  • Full time
  • Closing at: Aug 31 2022 at 23:55 -04

As Front Desk Manager you will be responsible to ensure guest’s overall successful experience during stay at Mandarin Oriental, Santiago The Front Desk Manager will be a true representative of MOHG’s mission “A World of Fans” to delight and inspire our fans at every opportunity.

The Front Desk Manager will provide supervision, delegation, support, and leadership in Front Office in accordance with the objectives, performance and quality standards established by the hotel.  This individual will also be responsible for developing & executing strategic long- and short-term objectives for Front Desk..

Organizational Structure:

The Front Desk Manager reports to the Front Office Manager. 

Duties and Responsibilities:

  • Serve as the Manager on Duty and Emergency Response Team member, available to guests at all times.
  • Handle all guest compliments, comments, observation and complaints in a timely and effective manner, ensuring guest’s complete satisfaction.
  • Ensure the operation within department is efficient and financially making sense.
  • Supervise, Guide and Support all colleagues in the department with their duties.
  • Encourage the sense of teamwork throughout the hotel.
  • Motivate and inspire the colleagues with positive attitude and high energy to maximize their performance.
  • Keep the colleagues informed & up to date with information related to the hotel and hotel group.
  • Maintain all information and files, ensure that paperwork is kept to a minimum and Guest information to be stored following company’s Policy and Procedure.
  • Ensure all the supply and tool for the colleagues to use are always sufficient and available.
  • Ensure accurate communication of information and guest requests to all relevant departments.
  • Ensure all the request and question by internal and external guest to be responded in timely and efficiently manner and out come to be up to guest’s complete satisfaction
  • Perform assigned projects in Front Desk area, ensure the best possible outcome.
  • Perform administrative duties such as, but not limited to, daily schedule/hours edit in system, payroll, inventory, purchase requests, attendance record etc. assigned by Front Office Manager.
  • Ensure a friendly warm, genuine, and efficient guest’s arrival and departure experience
  • Interact with guests in person; recognize and anticipate their individual needs.
  • To be presence at public area for the quality check to be performed for colleagues and ensuring all standards are met in services.
  • Revise and maintain SOP up to date.
  • Support Front Office Manager to manage successful Front Office Upselling Program, encouraging participation and growth to contribute to maximizing the room revenues.
  • Maintain high standards of Guest Data Quality including guest preferences in line with MOHG guidelines.
  • Ensure department Data Completeness score.
  • Ensure Fans of MO guest recognition program execution and ensure the growth of enrolment and quality of program.
  • Ensure growth with the Department’s TrustYou scores.
  • Ensure and maintain a very high standard of personal hygiene, behavior, and grooming standards of colleagues up to the hotel’s standards.
  • Ensure all the safety measures for the guests and colleagues are fully understood and followed through by all colleagues at all times.
  • Support Director of Front Office Operations to manage to discuss and evaluate colleague’s performance throughout the year
  • Attend management meeting in absence of Front Office Manager.

 

Requirements

Mandatory

  • 2+ years Front Desk supervisory or above experience.
  • Prior Front Desk supervisory or above experience in a luxury hotel.
  • Proven ability to work under great diversity within the team, able to communicate with all type of different colleagues clearly and effectively.
  • Excellent problem and conflict resolutions skills.
  • Computer literate to include Microsoft Office, Word, PowerPoint, Excel etc.
  • Ability to work in a flexible schedule.
  • Bachelor's degree in related field or equivalent related work experience.
  • English Level that aloud to attend call conferences and actively participate, send/recieve e-mails, read documents and make presentations. Keep a fluent conversation with Guests.

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