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Front Office Manager

Boston, MA, United States, Massachusetts, United States

Front Office Manager

  • Boston, MA, United States
  • Rooms Division
  • Full time

The Group

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.  Increasingly recognized 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 creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality. 

Our Hotel

This position is located at Mandarin Oriental Boston. Holding both the AAA Five Diamond and the Forbes Five-Star awards, Mandarin Oriental, Boston enjoys a coveted location in beautiful Back Bay. With a sophisticated yet relaxed atmosphere, the hotel offers the perfect blend of luxury and style.

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 Front Office Department.


It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the front office operations.  This position provides direction and leadership to the Front Office team to maximize revenue opportunities and guest satisfaction levels to the standards set by the Group.

Organizational Structure

Front Office Manager reports to the Hotel Manager and overseas directly all Front Office colleagues, including the Night Manager, Assistant Front Office Managers, the Guest Service Agents, the Guest Relations Agents, Bell Persons, and Door Persons.

Essential Functions

  • Ensure that all Front Office colleagues have an understanding of all aspects of the hotel.
  • Ensuring proper, efficient and profitable functioning of the Front Office.
  • Maximize room revenue and occupancy.
  • Create and strategise duties and responsibilities of Front Office colleagues and ensure that work processes are in a logical order.
  • Ensure that Legendary Quality Experiences, policies and procedures of the hotel are properly understood and followed through.
  • Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff.
  • Handle all guest complaints and comments relating to the department tactfully.
  • Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively.
  • Cooperate and coordinate teamwork with other departments.
  • Perform any other reasonable duties as required by the Hotel Manager or General Manager.
  • Control and analyse departmental costs to ensure performance is within budget.
  • Establish annual departmental operating budgets as well as capital expenditure and manpower budgets.
  • Ensure proper staffing at all times.
  • In conjunction with Human Resources, perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions, etc.

Education and Experience

  • 4-year college or university level degree in Business or Hotel Management
  • Minimum 5 years of experience in front office operations and 2 years in a leadership role
  • Full comprehension on operational issues
  • Excellent overall communication skills
  • Able to multi-task
  • The ability to work well in a team environment
  • Multi-lingual is preferred

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement:

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

Closing date: Aug 01, 2021

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