Front Office Manager

Mandarin Oriental Hotel 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.

Mandarin Oriental, Costa Navarino

Located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

Scope of Position:

The Front Office Manager is responsible for the overall Front Office operations ensuring compliancy to Policies & Procedures, quality standards and efficiency. The Front Office Manager has a sound financial knowledge, acts as the “owner” of the guest database acting on guest preferences and exceeding their expectations, and oversees the daily operations of our front office. The Front Office Manager must possess exceptional communication skills with strong leadership and problem-solving skills. The focus of the role is to ensure the smooth running of Front Office operations, follow up of our guests account all along their stay and the settlement of their balance during the check-out followed by the Mandarin Oriental standards.

Duties & Responsibilities:

• Manages and assists Front Desk Agents and Supervisors with their duties.
• Ensures a warm and genuine arrival and departure experience.
• Maintains a Front Desk information folder with up-to-date information on rates, promotional programs, special benefit cards, Mandarin Oriental Hotel Group details, etc.
• Ensures compliancy to standards and financial records.
• Monitors outstanding open balance on a regular basis ensuring proper follow-up.
• Maintains control of credit risk for In-House guests.
• Always serves as the Manager on Duty and is available to guests.
• Always ensures proper staffing.
• Ensures that Legendary Quality Experience, policies and procedures of Mandarin Oriental are properly understood and followed through.
• Performs aspects of People and Culture & training functions, including counselling, coaching, training, disciplinary actions, etc., for Front Desk Agents, Supervisors, Assistant Managers.
• Ensures and maintains a very high standard of personal hygiene, behavior and grooming standards for himself and for his/her team.
• Identifies quality improvement trends and effectively communicates issue to the Assistant Director of Rooms.
• Cooperates and coordinates teamwork with other departments.
• Acts as the key person stationed in the lobby to welcome and greet guests upon arrival and departure.
• Is responsible for maintaining the highest quality database relating to Guest History and for implementing guest recognition programs in line with Mandarin Oriental guidelines.
• Is responsible for achieving and maintaining high guest retention ratio.
• Is accountable for results from the Guest Database audit, Guest Satisfaction and Surveys, in areas relating to the Guest Recognition Program.
• Performs any other reasonable duties as required by the Assistant Director of Rooms and the Hotel/General Manager.

Mandatory Requirements:

• EU Passport or valid Residence Permit is mandatory in order to work in Greece.
• 5 years Front Office experience, including 2 years experience in a managerial position.
• Strong knowledge of Front Office Operations, including cashier and reception.
• Previous Management experience preferred within the luxury hospitality.
• Degree in hospitality management or related field.
• Strong overall computer literacy, not limited to MS Office.
• Prior experience in opening a luxury hotel environment will be taken into consideration.
• Ability to communicate in written and spoken English. Additional languages will be considered as a plus.
• Night shifts included. 

Behavioural skills / Attributes:

• Ability to work in a dynamic environment.
• Excellent interpersonal and managerial skills.
• Customer focused and team oriented.
• Flexibility and adaptability, with high energy level.
• Ability to effectively organize and manage multiple projects and priorities.
• Highly self-motivated and detail-minded.

Benefits:

We offer exciting benefits including and not limited to :

• Accommodation provided.
• Medical Private Insurance for all Colleagues.
• Free meals at Colleagues' Dining.
• Laundry of uniforms.
• Colleague recognition and reward program.
• Learning & Development Program.
• Colleague Social events and Wellness programs.
• Workplace Support line that covers all pillars of wellness for colleagues.
• Various discounts provided within the Resort and in the nearby area.
• Task force Opportunities across the Group of Mandarin Oriental.