Dutiess and Responsibilities
Operate the Front Office Department properly, efficiently and with profitability.
Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
To ensure that Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout Front Office to meet and exceed our guests' expectations.
To maximize room yields and to control overbooking strategies by liaising with Director of Revenue Management and Hotel Manager, arranging book-outs according to Mandarin Oriental Hotel Group policy and ensuring complete guest satisfaction.
To encourage efficient and effective inter-departmental communication in order to promote teamwork.
To monitor service delivery by implementing guest survey action plans.
To monitor colleague commitment by implementing Colleague Engagement Survey action plans.
To monitor the successful implementation of the service training in Front Office.
Encourage colleague development and promote a positive working environment.
To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System.
Delegate duties and responsibilities to Front Office colleagues and ensure that work processes are in a logical order.
Ensure proper staffing at all times.
Assist in compiling annual departmental operating budgets as well as capital expenditure and manpower budgets.
Control and analyze departmental costs to ensure spending is within budget.
Perform all aspects of human resources and training functions, including hiring, performance appraisals, counseling, coaching, training, disciplinary actions, etc.
Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
Handle the HMS system; ensuring correct data inputting and maintenance, control access levels, issue passwords and change configurations.
To ensure that the health and safety company standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit
To ensure that the Fire Life Health Safety and Security company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
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 Hotel Manager.
Mandarin Oriental is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 43 hotels, 12 residences and 23 exclusive homes in 26 countries and territories, with each property reflecting the Group’s oriental heritage, local culture and unique design. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group.
Mandarin Oriental’s aim is to be recognised widely as the best global luxury hotel group, providing 21st-century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and people while maximising profitability and long-term stakeholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The Group's strategy is to open the hotels currently under development while continuing to seek further selective opportunities for expansion worldwide.
