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Front Office Manager

New York, NY, United States, New York, United States

Front Office Manager

  • New York, NY, United States
  • Rooms Division
  • Full time

Duties and Responsibilities


  • Major responsibilities       

    • Operate the Front Office properly, efficiently and with profitability
    • Supervise and assist Guest Service Agents with their duties
    • Ensure a warm and genuine arrival and departure experience
    • Maintain a Front Office information folder with up-to-date information on rates, promotional programs, special benefit cards, Mandarin Oriental Hotel Group details, etc.
    • Ensure that all Guest Service Agents are groomed according to hotel standards
    • Maintain all department files and ensure that paperwork is kept to a minimum
    • Ensure that sufficient stationary is available for the daily operation
    • Serve as the Manager on Duty and available to guests at all times
    • Ensure proper staffing at all times
    • Compile and maintain the daily Manager on Duty report
    • Ensure accurate communication of information and guest requests to all relevant departments
    • Personally welcomes guests in VIP categories 1,2,3, and 6 as well as repeat guests; recognize and anticipate their individual needs
    • Ensure that Legendary Quality Standards, policies and procedures of MONYC are properly understood and followed through
    • Perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for Guest Service Agents
    • Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff
    • Identifies quality improvement trends and effectively communicates issue to the Director of Front Office Operations
    • 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 Director of Front Office or Front Office Manager


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