Rising Fans-Leader in Training-Rooms

Mandarin Oriental Sanya is looking for a Rising Fans-Leader in Training to join our Rooms Department 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 recognized 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 Sanya features 278 elegantly designed rooms, suites and private pool villas. The Spa at Mandarin Oriental, Sanya is set in serene surroundings and consists of 18 treatment suites situated in 8 beautifully appointed villas. Each treatment suite includes private steam showers and the couples， VIP suites are furnished with sauna, steam room and oversized bathtub. Some of the luxury treatments on offer include the signature Oriental Essence, Thai, Aromatherapy, Deep Tissue, Aromatherapy, and Mandarin Oriental facial therapies.

About the job

Based at the Mandarin Oriental Sanya within the Rooms Department in Sanya, the Rising Fans-Leader in Training is responsible for It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the front office operations. Be pro-active, creative and results driven the program provides aspiring students with a unique opportunity to develop and to learn from leading hospitality professionals. The Rising Fans-Leader in Training-Rooms reports to the Assistant Director of Rooms.

As Rising Fans-Leader in Training-Rooms, you will be responsible for the following duties:

• Ensure Legendary Quality Experience (LQE) standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations and accountable for achieving the goal of Guest Loyalty and Satisfaction Survey (TrustYou) and Mystery Shopper (LQA), also to achieve/maintain FORBES 5-star hotel rating.
• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements.
• Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis.
• Assume the role of Assistant Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel.
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation and ensure personally speak to any guest that are being transferred to another hotel. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (HMS). Always share, report, and consult with Front Office Manager/Front of House Manager of any guest complaint/ comment/ recommendation.
• Always stationed at hotel lobby to greet and farewell guests, particularly VIPs and arrivals/ departures by limousine, take an active role in carrying out guest recognition programme (e.g. taking photograph for VIPs, giving birthday amenities etc), maintain effective guest relations, builds rapport and offer personalized service and assistance.
• Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures.
• Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy.
• Coordinate and cooperate with Guest Services team on checking/ following room discrepancies, due-out, high balanced etc.
• Maintain good knowledge of hotel’s services, facilities, room rates, packages, events, programmes and be ready to sell/ upsell/ cross-sell hotel services and conduct hotel tour to guests at any time.
• Assist with trainings and colleague development.
• Familiar with Front Office related IT&T systems and take part in any system related activities.
• Other ad hoc tasks and duties as required by senior management team, e.g. Front Office Manager, Assistant Director of rooms and Hotel Manager.
• To attend meetings conducted by MOHG regarding Rising Fan program and proactively prepare presentations of innovative ideas of service/hardware improving of the hotel and put into practise.  

As Rising Fans-Leader in Training-Rooms , we expect from you: 

• Strong interpersonal and problem-solving abilities.
• Excellent Hotel product knowledge.
• Highly responsible & reliable.
• Works well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, always remaining calm and courteous.
•  English language skills

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.

Add any local benefits

• A competitive salary and benefits packages
• Annual Leave and Public Holidays
• Social Insurances and Housing Fund
• Free accommodation and meals

We’re Fans. Are you?