Front Service 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 Service Manager is responsible for running the logistics inside and outside the resort, manages the Bell Desk and monitors the Ground Lobby. His/Her mission is achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering, and storing of guests’ luggage, communication of information and handling guest requests. The Front Service Manager also handles the Long Storage Log in the Alice system.

Duties & Responsibilities:

• Is responsible of the overall guests’ logistics inside and outside the resort.
• Organizes limo transfer for arriving/departing guests and relationships with their party operators.
• Runs the Bell Desk in the lobby.
• Maintains Long Term Storage Log via the Alice system.
• Audits the Luggage room weekly.
• Audits the status and cleanliness of the buggies daily.
• Possesses the ability to exert physical effort in placing, removing, and transporting guest luggage.
• Delivers messages, packages, and facsimiles within 7 minutes of receipt.
• Delivers newspapers whenever requested.
• Removes luggage from guest rooms upon check out.
• Answers department telephone within 4 rings, using correct salutations and telephone etiquette.
• Is familiar with all hotel services including spa and dining.
• Initiates contact with guests entering the hotel.
• Approaches guests needing assistance.
• Ensures security of guestroom access. 
• Understands guest inquiries and provides responses.
• Ensures customer satisfaction from arrival to departure in accordance with the Mandarin Oriental pillars and service standards.
• Actively listens and communicates specific guest requests accurately to the Concierge, Reception and Telecommunications colleagues to ensure complete follow up.
• Ensures all the requirements and procedures are followed by the team.

Mandatory Requirements:

• EU Passport or valid Residence Permit is mandatory in order to work in Greece.
• Degree in Hospitality Management or relevant.
• Valid driver's license.
• Minimum 3 years experience of working in a luxury hotel environment, in a relevant position/department.
• Night shifts included.

Behavioural skills / Attributes:

• Excellent interpersonal skills.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Attention to detail and ability to organize and handle multiple tasks effectively.
• Clear communication; effective verbal and written communication skills in English.

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.