Front Office Manager

About the role

Mandarin Oriental New York is seeking a Front Office Manager to lead the Front Office team. This position is based at the Mandarin Oriental New York within the Front Office Department in New York City.

Responsibilities

• Supervise and assist Guest Service Agents with their duties, ensuring 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.
• Serve as the Manager on Duty and be available to guests at all times, ensuring proper staffing at all times, compiling and maintaining the daily Manager on Duty report, and ensuring accurate communication of information and guest requests to all relevant departments.
• Personal welcome guests in VIPs and repeat guests; recognize and anticipate their individual needs, ensuring that Legendary Quality Experience, policies and procedures of MONYC are properly understood and followed.
• Perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for Guest Service Agents, Bell Person and Door Person, ensuring and maintaining a very high standard of personal hygiene, behavior and grooming standards of staff.
• Identify quality improvement trends and effectively communicate issues to the Assistant Director of Front Office, 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 Director of Front Office Operations or Assistant Director of Front Office.

Requirements

• Ability to communicate written and spoken English.
• Able to multi-task.
• Able to work PM's and Overnight, and Swing Shift.
• The ability to work well in a team environment.
• Able to stand for extended periods of time.

Qualifications

• Education: Bachelor's degree preferred.
• Experience: Minimum 3 years of experience in front office management or related field.

Skills

• Strong leadership and supervisory skills.
• Excellent interpersonal and communication skills.
• Proven ability to manage multiple tasks and prioritize effectively.
• Knowledge of hotel operations and procedures.
• Ability to handle guest complaints and resolve issues tactfully.

Benefits

• Salary: $80,000 to $85,000 yearly.
• Competitive benefits package, including health, dental and vision insurance, 401(K), etc.