RECEPTION MANAGER 

Mandarin Oriental, Kuala Lumpur is looking for a Reception Manager to join our Front Office team. 

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall. 

About the job

Based at the Mandarin Oriental, Kuala Lumpur / within the Front Office Department in Kuala Lumpur, the Reception Manager is responsible to provide supervision, direction and leadership for the Front Desk in accordance with the objectives, performance and quality standards established and to be fully conversant with the hotel operations. The Reception Manager reports to the Front Office Manager / Director of Rooms.

As Reception Manager, you will be responsible for the following duties: 

•    Handles guest complaints diligently and professionally and provide good feedback to the guests whom you should see off on departure
•    Ensures rooms assignments for FIT/ Group are according to the guest preferences and be involved in detailing any special arrangements pertaining to accommodation before or after and during stay
•    Ensures a smooth operation for check in and check out     
•    To monitor Pending PM City Ledger to minimize outstanding charges
•    Ensure all Front Desk colleagues are well versed in Property Management System with the most up-to-date functionality
•    Report in the Duty Manager’s Log, incidents which requires Management’s attention and follow up with decisions made
•    Maximize room revenue and occupancy by effectively controlling rates, availability and drive up-selling skills to enhance budgeted ARR  
•    Clarifies duties and responsibilities of Front Desk and ensure workflow are in a logical and good order
•    Ensures proper manning to maximize productivity and business demands
•    Ensures that LQE, MO Pillars, policies, mission, vision and IMS objectives and targets are followed through
•    Control and analyse departmental costs to ensure performance is within budget on monthly profit and loss review
•    Perform all aspects of personnel and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action, monitor performance, etc.
•    Enforce the hotel’s credit policy by monitoring requests for paid-outs, cash advances, personal cheques and credit limits 
•    Ensures that guest accounts are accurate and a hassle-free stay in reference to billing processes
•    Be involve with FOM in budgeting and planning of capital expenditure  
•    Chairs monthly or quarterly department meetings for IMS, LQE & LRA, Forbes operation challenges and establish action plans to improve areas of concern 

As Reception Manager, we expect from you: 

•    Degree or Diploma in Hospitality Management
•    Minimum 5 years of hotel experience
•    Experience in Front Office operations in luxury hotels and knowledge of Property Management Systems. 
•    Strong business communication, room revenue and budget planning

Our commitment to you 

•    Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously. 
•    MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
•    Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
•    EPF (Employees Provident Fund) contributions (higher than the norm)
•    SOCSO (Social Security Organisation) & EIS (Employment Insurance System)
•    Public holiday entitlement based on Malaysian calendar 
•    Exceptional rest area & colleagues engagement activities.

We’re Fans. Are you?