Duties and Responsibilities

1. Major responsibilities       

• Operate the Front Office properly, efficiently and with profitability
• 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 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 VIP categories 1,2,3, and 6 as well as repeat guests; recognize and anticipate their individual needs
• Ensure that Legendary Quality Standards, 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
• 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 Director of Front Office Operations
• Handle all guest complaints and comments relating to the department tactfully
• Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required by the Director of Front Office or Front Office Manager