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Assistant Front Office Manager
Property Name:
Mandarin Oriental Hotel Boston
Date Posted:
11/11/16 3:45 PM
US - MA - Boston

A career with Mandarin Oriental Hotel Group opens up a wealth of exciting opportunities for you, both now and for your future development. Our vision is to be widely recognised as the best luxury hotel group in the world. The Group is renowned for creating a culture that provides a motivating and rewarding environment in which to thrive.

Position Details

The Group


Mandarin Oriental Hotel Group is the award winning owner and operator of some of the worlds' finest hotels. The Group operates luxury hotels in key leisure and business destinations. In total Mandarin Oriental employs 9,000 colleagues in three continents with 10 hotels in Asia, seven in North America and three in Europe.


Scope of Position


The Assistant Front Office Manager will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. Organizational Structure The Assistant Front Office Manager reports directly to the Front Office Manager and directly overseas the Front Office Agents and indirectly overseas Bellperson, Pages, Doorperson, the PBX operators and the Concierge Staff. Duties and Responsibilities 1. Major responsibilities * Operate the Front Office properly, efficiently and with profitability, which includes overseeing Front Office colleagues * Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of arrival) * Delegate duties and responsibilities to Front Office colleagues and ensure that work processes are in a logical order * Ensure proper staffing at all times * Ensure that Legendary Quality Standards, policies and procedures of MOBOS are properly understood and followed through among Front Office colleagues * Assist in compiling annual departmental operating budgets as well as capital expenditure and manpower budgets * Control and analyse departmental costs to ensure spending is within budget * Perform all aspects of human resources and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions, etc. * Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff * Handle all guest complaints and comments relating to the department tactfully * Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively * Cooperate and coordinate teamwork with other departments * Perform any other reasonable duties as required by management



Requirement on Core Competencies


The incumbent will require the following personal attributes:


  1. Delighting our Clients
  • Awareness and sensitivity to the concept of luxury and quality
  • Responsive and genuine with guests and colleagues
  • Confident with guest interactions


  1. Working with Colleagues
  2. Promoting a Climate of Enthusiasm
  • Able to read and write English
  • Is culturally sensitive
  • Listens to fellow colleagues
  • Is co-operative and committed to the MOHG Mission


  • Has energy and drive
  • Has a sense of urgency for guest requests
  • Communicates clearly
  • Open to feedback and learning


  1. Being the Best
  2. Delivering Shareholder Value
  • Achievement and goal oriented
  • Is positive
  • Able to communicate alternative and positive solutions to problems
  • Adaptable and suitable to change
  • Seeks continuous improvement opportunities


  • Committed to the overall MOHG mission


  1. Playing by the Rules
  2. Acting with Responsibility
  • Operates ethically
  • High level of personal integrity
  • Balances needs of guests and colleagues


  • Establishes self-accountability
  • Accepts feedback and coaching





  1. Mandatory * at least 2 years experience in hotel management * Experience in room revenue control, budget planning and cost control * Knowledge of computers and systems * Successful problem solving skills * Able to communicate written and spoken English * Excellent overall communication skills * Able to multi-task * The ability to work well in a team environment * Able to stand for extended periods of time * must be able to work a flexible schedule, which will include overnight relief rotation 2. Desirable * Prior Hotel Front Office experience, preferrable in a luxury environment * Previous Front Office Management experience * Multi-lingual is preferred
(ref. 49962)
Mandarin Oriental Hotel Group is an equal opportunity employer M/F/V/D