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Front Office Coordinator

Washington, DC, United States, Washington, United States

Front Office Coordinator

  • Washington, DC, United States
  • Rooms Division
  • Full time

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  36 hotels representing almost 11,000 rooms in 28 countries, with 18 hotels in Asia, 13 in The Americas and 13 in Europe, Middle East and North Africa. In addition, the Group operates, or has under development, 14 Residences at Mandarin Oriental connected to its properties.

The Hotel

Set at the heart of the US capital, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the excitement of downtown D.C.

Strategic Intent

It is the mission and intent of this position that the incumbent will keep the guest’s perspective in mind at all times and carry out the mission of the Rooms Division.

Scope of Position

The Front Office Coordinator will be responsible for the smooth check-in and check-out process for each guest, through effective control of the house block and rooms inventory as well as coordination with other operational departments. The Front Office Coordinator will also respond to any administrative needs or guest opportunities and deliver solutions by direct interaction whilst complying with MOHG standards of service

Organizational Structure

The Front Office Coordinator will report to Front Office Operations Manager. In the absence of the Front Office Operations Manager, the Front Office Coordinator will report to the Rooms Operations Manager, and/or Night Manager.

Duties and Supporting Responsibilities

  • Handle guest’s incoming and outgoing correspondence (facsimile, messages, mail, email etc.) and provide best possible resolution in timely and efficient manner
  • Respond all HelloMO text with best possible resolution in timely and efficient manner, coordinate with relevant department if/when needed
  • Handle all In-coming calls to FO department in professional manner while on duty
  • Handle all guest in-coming package, box, item to distribute it to the guest in timely manner
  • Coordinate all guest item delivery through HOTSOS
  • Monitor all HOTSOS ticket to be actioned in timely and efficient manner
  • Handle all initial guest’s complaint call, take full note and resolve the guest problem. In case it needs to be escalated, clearly and timely communicate with relevant MOD in each department
  • All guest complaint and incident to be logged in HOTSOS
  • Handle all guest billing inquiry by coordinate with Accounting Department
  • Communicate clearly with the Night Auditor and Accounts Department
  • Assist final cleaning of all reservations after reservation’s initial clean up
  • Monitor the room readiness for waiting guest and notify by text system when it became ready
  • Address special guest preferences recorded in guest history profiles
  • Assist Profile Merging Process for Reservation Department
  • Demonstrate teamwork by cooperating with and assisting colleagues as needed
  • Respond to guest’s and colleague’s requests promptly, efficiently and courteously to make guest’s overall experience up to expectation
  • Assist Front Office management with the handling of inventory for the Front Office Department
  • Perform any other reasonable duties as required by the Director of Rooms and Hotel Management

Requirements

Mandatory

  • 1-2 years of Front Desk / Reservation experience with luxury hotel experience
  • Excellent communication skills with fluency in English are required
  • Computer proficiency to include Microsoft Office, Word, Power Point, Excel is required; Infor HMS, REX, HOTSOS experiences are preferred.
  • Demonstrated multi-task with superior attention to detail
  • Must be able to work a flexible schedule to include early mornings, late nights, holidays and weekends

Desired

  • 1+ year of experience in a similar position
  • Multi-lingual abilities
  • Bachelor’s Degree in Hospitality or related field

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

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