Front Office Manager

The Group:

Mandarin Oriental Hotel Group (MOHG) 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.

The Hotel:

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

Duties and Responsibilities:

1. Major responsibilities       

• 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, Bell Person and Door Person 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 VIPs well as repeat guests; recognize and anticipate their individual needs
• Ensure that Legendary Quality Experience, 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, Bell Person and Door Person
• 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 Assistant Director of Front Office
• Handle all guest complaints and comments relating to the department tactfully
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required by the Director of Front Office Operations or Assistant Director of Front Office.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

Requirements:

• Able to communicate written and spoken English
• Excellent overall communication skills
• Able to multi-task
• Able to work PM's and Overnight, and Swing Shift. 
• The ability to work well in a team environment
• Able to stand for extended periods of time

• 3 years Front Office experience
• Strong knowledge of Front Office Operations, including cashier and reception

• Multi-lingual is preferred
• Previous Management experience preferred

Salary:

$80,000 - $85,000/yearly