Overnight Front Office Supervisor (ref. 25352)
Mandarin Oriental Hotel Boston
Location: US - MA - Boston
Feb 12, 2013
Employer
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Job Details
Strategic Intent
It is the mission and intent of this position that the incumbent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences.
Scope of Position
The Overnight Front Office Supervisor will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.
Organisational Structure
The Overnight Front Office Supervisor reports to the Overnight Manager and supervises the Guest Service Agents.
Duties and Supporting Responsibilities
* Greet and escort guests promptly to their rooms
* Handle cash drawer properly as outlined in the MOHG Controller's manual
* Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
* Demonstrate teamwork by cooperating with and assisting colleagues as needed
* Address special guest preferences recorded in guest history profiles
* Stay current with developments and procedures in the hotel by attending daily front office briefings and reviewing the front office communications board regularly
* Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest's experience
* Arrange fulfilment of guest services by working with the concierge, housekeeping, PBX, reservations and room service colleagues
* Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
* Communicate clearly with the Night Auditor and Accounting department
* Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data
* Perform assistance to guests in both the street lobby and sky lobby
* Assist the Assistant Front Office with daily duties of managing the front desk
* Perform any other reasonable duties as required by the Front Office Manager
Success Profile for this role (hotel competencies)
Purpose
Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.
Managing Vision & Purpose
Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision and can inspire and motivate the team. Makes the MOHG mission and vision sharable by everyone and embodies our Guiding Principles.
Process
Drive for Results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional & Technical Skills
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Listening
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
Time Management
Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities; makes decisions in a timely manner.
Timely Decision Making
Making decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision, especially when it impacts a guest.
People
Developing Others
Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organisation; is a people builder.
Interpersonal Savv
It is the mission and intent of this position that the incumbent will meet and exceed guest expectations by providing efficient and courteous Front Desk service in accordance with Legendary Quality Experiences.
Scope of Position
The Overnight Front Office Supervisor will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.
Organisational Structure
The Overnight Front Office Supervisor reports to the Overnight Manager and supervises the Guest Service Agents.
Duties and Supporting Responsibilities
* Greet and escort guests promptly to their rooms
* Handle cash drawer properly as outlined in the MOHG Controller's manual
* Check cash float at the beginning and end of each shift to ensure at all times that amounts are correct
* Demonstrate teamwork by cooperating with and assisting colleagues as needed
* Address special guest preferences recorded in guest history profiles
* Stay current with developments and procedures in the hotel by attending daily front office briefings and reviewing the front office communications board regularly
* Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest's experience
* Arrange fulfilment of guest services by working with the concierge, housekeeping, PBX, reservations and room service colleagues
* Handle guests incoming and outgoing correspondence, (facsimile, messages, mail, etc.)
* Communicate clearly with the Night Auditor and Accounting department
* Establish a good working knowledge of the Accounting Department so as to facilitate guests and Management requests for historical data
* Perform assistance to guests in both the street lobby and sky lobby
* Assist the Assistant Front Office with daily duties of managing the front desk
* Perform any other reasonable duties as required by the Front Office Manager
Success Profile for this role (hotel competencies)
Purpose
Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.
Managing Vision & Purpose
Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision and can inspire and motivate the team. Makes the MOHG mission and vision sharable by everyone and embodies our Guiding Principles.
Process
Drive for Results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional & Technical Skills
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Listening
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
Time Management
Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities; makes decisions in a timely manner.
Timely Decision Making
Making decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision, especially when it impacts a guest.
People
Developing Others
Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organisation; is a people builder.
Interpersonal Savv
Mandarin Oriental Hotel Group is an equal opportunity employer M/F/V/D
Additional Details
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
No
No
Hotel/Resort
Front Desk