Overnight Front Office Manager

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POST DATE 9/18/2016
END DATE 10/8/2016

Mandarin Oriental, Boston Boston, MA

Boston, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
Bachelors Degree


The Company 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 12,000 colleagues in three continents with 13 hotels in Asia, 6 in North America and 10 in Europe. Mandarin Oriental, Boston An intimately luxurious hotel, Mandarin Oriental, Boston combines classic New England elegance with refined Oriental touches to create one of the most distinctive hospitality experiences in the region. Awarded both Forbes Five-Stars and AAA Five-Diamonds, Mandarin Oriental, Boston features 136 of the city's most spacious and luxurious guestrooms and 12 sumptuous suites with 10,000 square feet of exquisite meeting and event facilities including a 380-seat ballroom and executive boardroom, all offering floor-to-ceiling windows overlooking Boston's Back Bay. The Hotel offers a 16,000 square foot Spa offering a holistic approach to wellness, combining Asian healing philosophies with ingredients unique to New England, as well as our signature restaurant Bar Boulud, a French-inspired bistro and wine bar from internationally acclaimed Chef Daniel Boulud. Just a short 15-minute drive from Logan International Airport, Mandarin Oriental, Boston connects guests to the city's finest shopping, cultural venues and business institutions from its prime location in the heart of Boston's chic Back Bay on Boylston Street. Scope of Position The Night 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 Night Manager reports directly to the Director of Front Office Operations and overseas directly the overnight staff in the Hotel. The Night Manager indirectly oversees the Bell Person, Door Person and Hotel Page, Valet and Concierge positions as well. Duties and Responsibilities Major responsibilities Ensure proper, efficient and profitable functioning of the Front Office, which includes all Front Office staff on the overnight shift. Ensure supervision of overnight cleaners Ensure supervision of all other Hotel overnight staff in other areas such as Security, Kitchen, Valet Hikers and Overnight Bellman Maximize room revenue and occupancy by effectively controlling rates and availability Clarify duties and responsibilities of Overnight 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 Assist with annual departmental operating budgets as well as capital expenditure and manpower budgets Control and analyse departmental costs to ensure performance is within budget Perform all aspects of colleague 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 Ensure that all night audit functions are completed efficiently Perform any other reasonable duties as required by the Director of Front Office or management of the Hotel Requirement on Core Competencies The incumbent will require the following personal attributes: Delighting our Clients Awareness and sensitivity to the concept of luxury and quality Responsive and genuine with guests and colleagues Confident with guest interactions Working with Colleagues 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 Being the Best 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 Playing by the Rules Acting with Responsibility Operates ethically High level of personal integrity Balances needs of guests and colleagues Establishes self-accountability Accepts feedback and coaching Requirements Mandatory Previous Front Office Management experience 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 Desirable 4 year college or university degree Multi-lingual is preferred (ref. 48962)