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Assistant Front Office Manager

Mandarin Oriental Hotel Group

Posted on July 5, 2018

2 - 3 years Dubai - United Arab Emirates

Secondary School(Academic / General). Any Nationality

Opening 01

Job Description

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• Assist the Front Office Manager to operate the Front Office 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.
• Act as a hotel ambassador at all times.
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of colleagues.
• Maintain all department files and ensure that paperwork is kept to a minimum.
• Ensure that sufficient stationary is available for the daily operation.
• Ensure proper staffing at all times.
• Compile and maintain the daily Handover report.
• Ensure accurate communication of information and guest requests to all relevant departments.
• Personally welcomes guests in VIP categories A, B, C, and as well as repeat guests; recognize and anticipate their individual needs.
• Ensure that Legendary Quality Standards, policies and procedures of MODUB 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.
• Identifies quality improvement trends and effectively communicates issue to the Front Office Manager, and the Front of House Operations Manager.
• Handle all guest complaints and comments relating to the department tactfully.
• Ensure that Training manual is continuously updated, maintained and used effectively.
• Cooperate and coordinate teamwork with other departments.
• Awareness and sensitivity to the concept of luxury and quality.
• Responsive and genuine with guests and colleagues.
• Confident with guest interactions.
• Help and assist the front desk when needed.
• Perform colleagues performance reviews.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Perform any other reasonable duties as required by the Front Office Manager or the Front of House Operations Manager.
Education & Certificates
• Senior High School Diploma or equivalent.
• Vocational Diploma in Hospitality related subject is an advantage.
• Bachelor Degree in Hospitality/Hotel/Business Management is an advantage.
• Minimum 3 years experience working in a luxury hotel environment.
• A minimum of 2 years Front Office experience in luxury hotels
• Middle East experience is an advantage.
• Hotel pre-opening experience is an advantage.
• Prior experience with PSMS is an advantage.
• Clear communication; effective verbal and written communication skills in English is required.
• Arabic speaker is an advantage.
• Ability to plan and organize large projects.
• Perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Strong problem-solving skills.
Position Related Requirements
• Professional appearance.
• Physical capabilities to stand for a long period of time.
• Flexibility to work overnight as required.

Hotels / Hospitality



Hospitality Staffing Counselling Customer Satisfaction Quality Improvementiness Management Quality Standards Hr Guest Service Front Desk


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Mandarin Oriental Hotel Group

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