Assist Directorof Front Office Operations or Front Office Manager to provide supervision,direction and management in the Front Office in accordance with the objectives,performance and quality standards established by the hotel.
根据酒店制定的目标、绩效和质量标准，协助前厅部总监或前厅部经理对前厅部进行监督、指导和管理。

Duties and Supporting Responsibilities：
Support, create and promote aclimate of enthusiasm; maintain a work environment that promotes teamwork,performance, feedback, recognition, mutual respect, and colleague commitmentfor achieving the goal (CXS) of the department as well as the hotel. Ensuredepartmental practices are compliant with company policies and legalrequirements.
Assist in promoting upselling programsin Front Office and be always creative and proactive in recommending ways ofachieving better results. Compile monthly upselling report/ analysis.
Continually proactively find waysto improve the scores of all audits related to the department.
Handle any guest’s inquiries orcomplaints, emergency situations, overbook situation and ensure personallyspeak to any guest that are being transferred to another hotel. Ensure guestsatisfaction is attained with a good balance of the interest of the company.
Check all rooms assigned for VIPsprior to their arrivals ensuring amenities, room cleanliness and roomfacilities are ready and up to standard/ expectation.
Coordinate and cooperate withGuest Services team on checking/ following room discrepancies, due-out, highbalanced etc
Maintain good knowledge of hotel’sservices, facilities, room rates, packages, events, programs and be ready tosell/ upsell/ cross-sell hotel services and conduct hotel tour to guests atanytime
Be familiar with Front Desk, GuestRelations and Concierge’s Standard Operations Procedures and hotel’s policiesand procedures. Make recommendations on operating procedures to ensure smoothoperation when necessary.
Familiar with Concierge relatedIT&T systems and take part in any system related activities
Ensure instructions from seniormanagement are being conveyed and followed through.
Closely monitor individualcolleague’s performance and proactively provide feedback, training, coachingand mentoring if appropriate. Responsible for colleague performance appraisaland development plan. Ensure standards are fully implemented, maintained andexecuted throughout the department to meet and exceed guests’ expectations.
Identify training needs of thedepartment and establish effective training programs to ensure servicestandards and colleagues’ knowledge are met with required standards.
Liaises with Learning andDevelopment team when planning and reviewing the training needs
Always maintain a good workrelationship with other departments

Job Requested:
Minimum5 years front office working experience in luxury hotel of which at least 1year in a similar capacity.
Strongknowledge of front office operations, including but not limited to cashier andreception, duty manager, concierge or relevant experience.
Familiarwith the LQA & Forbes standards
Strongdesire to deliver excellent guest services and with passion to serve.
Abilityto multi-task and remain composed at all times.
A goodteam leader with ability to drive the team for results.
Computerliteracy which is no limited to Excel, Power Point and Word.
Fluentin English and Mandarin, both spoken and written.

“文华东方作为一家屡获殊荣的酒店集团，在一些全球最受欢迎 的目的地拥有并经营奢华酒店及酒店管理式住宅。每一家文华东 方酒店都定位为当地市场的领导者，在传递当代奢华及体现各地 特色的同时，反映出集团东方色彩的传统。”“Mandarin Oriental is an award-winning owner and operator of luxury hotels and residences in some of the world's most sought-after destinations. Our properties are positioned amongst the leaders in their local markets delivering contemporary luxury and a unique sense of place while reflecting the Group's oriental heritage.”