Job no: 504351
Employment type Full time
Property / Office: Mandarin Oriental Wangfujing, Beijing
Location: Beijing, China
Department: Supervisory, Front Office

Scope of Position

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the front office operations. Be pro-active, creative and results driven. The Duty Manager is responsible for, but not limited to, the overall hotel operations in the absence of an Executive Committee member. In the absence of the Front Office Manager and the Assistant Front Office Manager this position provides direction and leadership to the Front Office team to maximize revenue opportunities and guest satisfaction levels to the standards set by the Group. Duty Manager works very closely with the Housekeeping Management team to ensure successful delivery of Mandarin Oriental’s exceptional service to our guest and successful Rooms operation.

Organisational Structure

The Duty Manager reports to the Assistant Front Office Manager or indirectly Front Office Manager, in absence of Front Office Manager into Assistant Front Office Manager. All FD, GR, Concierge/PABX report into AFOM & GRM or in absence into Duty Manager.

Major Responsibilities

• Assume the role of Night Manager when required and be familiar with the Night duties. Such as cashiering and close down policy and procedures, Night Audit process and, rate variance report and no show reservations.
• Ensure that all in house guests are within their credit limit according to the hotel’s credit policy.
• Complete the appropriate checks and balances as established by Finance, such as the credit over’s list, rate variance report and no show reservations.
• Ensuring proper, efficient and profitable functioning of the Front Office, which includes Reception/GR/Concierge/PABX.
• Maximize room revenue and occupancy by effectively controlling rates and availability
• Create and strategise duties and responsibilities of Front Office colleagues and ensure that work processes are in a logical order
• Ensure proper staffing at all times
• Ensure that Legendary Quality Experiences, policies and procedures are properly understood and followed through
• Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff
• Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
• Perform any other reasonable duties as required by the Front Office Manager/Assistant Front Office Manager.
• To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organisations, including tour operators and local travel agents.
• Be well versed with the emergency preparedness procedures and locations of the hotel and take actions appropriately as an ERT member.
• Assist in conducting site inspections during weekend, Public Holidays and when necessary
• Respond to changes in the Rooms function as dictated by the industry, company and hotel.
• Respond to guest complaints and concerns
• Support other departments in the absence of their department heads
• Attend training sessions and meetings as and when required.
• Maintain a Duty Manager’s incident log to be shared with the Executive committee / relevant Department Heads at each day and in a timely manner.
• Make a daily tour of the property and ensure the building is secure and report any findings in the Duty Manager’s incident log.
• Perform any tasks as assigned by the Management
• Ensure there is strong relationship and constant communication with the Housekeeping team.

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