Responsibilities: 

• Lead and manage the Public Area Supervisor and Public Area Attendants
• Motivate, train, and supervise all Public Area colleagues 
• Ensure that all relevant FHLSS standards are in place and followed
• Execute projects such as preventive maintenance, inventories, and productivity studies
• Review regularly Standard Operating Procedures, and Processes in order to guarantee effective and efficient service as per Mandarin Oriental Standards
• Conduct daily meetings with Supervisors and Housekeeping colleagues
• Maintain an ongoing Safe & Sound program
• Conduct regular inventories of cleaning equipment, linen and guest supplies, to ensure sufficient stock at all times
• Conduct appraisal and performance reviews on a regular basis
• Identify colleagues for further development or training needs
• Respond to guest questions and needs professionally, timely and with a smile
• Handle guest complaints in a polite and professional manner
• Take ownership of any guest complaints and follow up on the service recovery
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