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Front of House Manager

London, United Kingdom

Front of House Manager

  • London
  • Engineering Division
  • Full time

Situated on Hanover Square, Mayfair’s oldest square, Mandarin Oriental Mayfair and The Residences at Mandarin Oriental Mayfair, London is a true one-off. In London’s best-connected location, this is the front door to the finest that Mayfair and the capital have to offer. 

About the role

As Front of House Manager, you will will take full responsibility for all aspects related to the Front of House Department. Be pro-active, creative and results driven. To direct, coordinate and exercise functional authority for all front of house functions of the Hotel.

Key duties and responsibilities:

  • To ensure that Legendary Quality Standards are maintained and exceeded throughout the Front of House teams to reach guest satisfaction
  • To ensure full knowledge of all guest satisfaction surveys (LRA, LQA Delighting Our Guest and devise) action plans and to act accordingly in order to meet and exceed our guests’ expectations
  • To monitor arrivals and departures in order to handle guest requests and complaints with specific, personalized attention to our guests
  • To perform management coverage in the Lobby, building relations with our guests to encourage their feedback and return as well as to provide effective support for our team
  • To handle and follow up comments, enquiries and guest complaints from internal and external customers, ensuring that they are dealt with until full guest satisfaction is reached
  • To provide training and coaching to all members of the team ensuring their consistent development and delivery of standards to our guests 
  • To encourage efficient and effective inter-departmental communication to promote a climate of teamwork and motivation
  • To monitor room type booking levels and ensure the appropriate allocation of rooms to our guests, giving guidelines on room upgrades to the Reception Team
  • To ensure the full knowledge of the hotel’s yield strategy throughout the team, assisting with the maximization of room yield on a daily basis in close liaison with the Director of Revenue.
  • To carry out all duties related to the correct billing of revenues, cash control, float balances and credit balances of guests in house
  • Fully promote our FANS of MO programme through increasing members to reach the hotels annual target
  • To ensure the team is upselling guests in line with the yield strategy of the hotel
  • To manage and lead the entire Front of House Teams

To be a successful candidate, you have substantial experience in luxury property or hotels, you possess excellent communication skills in all aspects and are quality driven with a passion for excellence.

We offer our Front of House Manager world class benefits including, but not limited to:

  • Highly competitive salary within the luxury London Hotel and Residences sector
  • Colleague discounts on hotel stays and dining across Mandarin Oriental Hotel Group
  • Free laundry and complimentary meals whilst on duty
  • Colleague recognition and reward programmes
  • An exciting range of learning and development programmes
  • Opportunities for promotion and transfers across the group
  • Colleague Social events and Wellness programmes
  • Private Health Care Scheme

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

 

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