What are the responsibilities and job description for the Assistant Front Office Manager position at Mandarin Oriental?
Duties and Supporting Responsibilities
- Operate the Front Office properly, efficiently and with profitably
- Ensure an exceptional level of service for all guests
- Supervise and assist Guest Service Agents with their duties as necessary
- Ensure a warm and genuine arrival and departure experience
- Ensure that all Guest Service Agents are groomed according to hotel standards
- Ensure accurate communication of information and guest requests to all relevant departments
- Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
- Ensure that Legendary Quality Standards, policies and procedures are properly understood and followed through
- Ensure that FLHSS standards are adhered to at all times.
- Perform aspects of human resources and training functions, including counseling, coaching, training, disciplinary actions, etc., for Guest Service Agents
- Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
- Identifies quality improvement trends and effectively communicates issue to the Front Office Manager
- Cooperate and coordinate teamwork with other departments
- Perform any other reasonable duties as required by the Front Office Manager
- Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
- Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out
- Spend time in all Public Areas periods to ensure that the area is managed well by the respective team
- Ensure that guest history records are accurately maintained and all repeat guests preferences are met
- Cover overnight relieve shifts in absence of the Night Manager