Assistant Manager

Mandarin Oriental, Guangzhou is looking for a Assistant Manager to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Located next to Taikoo Hui Shopping Centre and designed by tonychi studio, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include the two-MICHELIN-starred Jiang by Chef Fei, the elegant Lingnan garden-inspired Mandarin Oriental Cake Shop, the intimate whisky and cigar bar The Loft, the contemporary Chinese bistro TANG and the bold new cocktail destination LIÁNG. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

About the job

Based within the Front Office in Guangzhou, the Assistant Manager takes a role in assisting to provide supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. The Assistant Manager also responsible for handling any guest inquiries or complaints and emergency situations round the clock and ensure guest satisfaction is attained with a good balance of the interest of the company. . The Assistant Manager reports to the Assistant Front Office Manager.

As  Assistant Manager, you will responsible for the following duties:

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements
• Assist to promote upselling programmes in Front Office and be always creative and proactive in recommending ways of achieving better result. Compile monthly upselling report/ analysis
• Assume the role of Night Manager on rotating basis. Liaise closely during the night with Security, Housekeeping and Engineering and to be aware of any situations that are going on in the hotel. Patrol all guest floors, public area, back of house area, offices and restaurants at least once every night
• Handle any guest’s inquiries or complaints, emergency situations, overbook situation. Ensure guest satisfaction is attained with a good balance of the interest of the company. Properly record cases into daily log, take appropriate follow up actions and update in individual guest profile (PSMS). Always share, report and consult with Director of Front Office Operations of any guest complaint/ comment/ recommendation
• Coordinate within Front Office and other departments for arrangement on VIPs’ arrivals and departures
• Assist with daily operations within Front Office, particularly Guest Services (i.e. check-in, check-out), Guest Relations and Concierge, whenever required or busy
• Relieve duty and day-off of Guest Relations Manager/ Guest Services Manager when needed and upon request by superior
• Always maintain a good work relationship with other departments

As Assistant Manager, we expect from you:

• A minimum of 3 years’ Duty Manager experience in luxury hotel.
• Good knowledge of front desk operations.
• Strong desire to deliver excellent guest services and with passion to serve.
• Ability to multi-task and always remain composed.
• Computer literacy is not limited to Excel, Power Point and Word.
• Fluent in English and Mandarin, both spoken and written.

Our Commitment to you

Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Competitive Benefits Package.

We’re Fans. Are you?