Job Description
- To operate the Front Desk Department during day and night shift properly, efficiently and with profitability.
- To ensure that Legendary Quality Experience Standards are fully implemented, maintained and exceeded throughout Front Desk to meet and exceed our guests' expectations.
- To assist the Front Office Manager in maximizing room yields by encouraging the Front Desk Agents to upsell proactively.
- To arrange book-outs according to Mandarin Oriental Hotel Group policy and ensuring complete guest satisfaction.
- To ensure all guests are escorted to their rooms by the Front Desk Agents.
- To encourage efficient and effective inter-departmental communication in order to promote teamwork.
- To monitor service delivery by implementing LQE and Richey action plans.
- To monitor the successful implementation of the Total Training Concept and Legendary Service Training in Front Desk.
- To encourage colleague development and promote a positive working environment.
- To delegate duties and responsibilities to Front Desk Agents and ensure that work processes are in a logical order.
- To ensure proper staffing at all times.
- To ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
- To ensure that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
- To handle the Springer Miller Systems Front Office system; ensuring correct data inputting and maintenance, control access levels, issue passwords and change configurations.
- To handle all guest complaints and comments relating to the department tactfully.
- To cooperate and coordinate teamwork with other departments.
- To perform any other reasonable duties as required by the Front Office Manager.
Requirements
- 3 years Front Desk experience in a luxury hotel.
- 2 years experience in Front Desk Management in a luxury hotel.
- Excellent leadership skills and ability to motivate his/her team.
- Knowledge of computers and systems.
- Successful problem solving skills.
- Excellent ability to communicate written and spoken English and Indonesian.
- Good organizational skills.
- Outgoing and enthusiastic personality.
- Excellent overall communication skills.
- Ability to multi-task and work under pressure.
- Ability to stand for extended periods of time.
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Mandarin Oriental is the award-winning owner and operator of some of the worldâs most luxurious hotels, resorts and residences. Renowned for creating outstanding properties, each destination reflects the Groupâs dual Asian heritage, local culture and unique design. Driven by a passion for the exceptional, every day, everywhere, the Groupâs mission is to craft time enriching experiences that transform the ordinary to the exceptional and guests to fans through its legendary service. The Group now operates 43 hotels, 12 residences and 26 exclusive homes in 26 countries and territories with many more projects under development. Mandarin Oriental continues to drive its reputation as an innovative leader in luxury hospitality, delivering sustainable growth over the long term. The Group is a member of the Jardine Matheson Group.
