Front Office Manager

Description

Job Summary: We are seeking a Front Office Manager to lead the Rooms team, focused on delivering a unique and personalized guest experience in a luxury environment. Key Highlights: 1. Lead an aspirational team by demonstrating integrity and respect. 2. Deliver a unique and personalized guest experience. 3. Support the luxury service philosophy and company culture. Mandarin Oriental, Santiago is searching for its next Front Office Manager to join the Rooms team. Are you an expert in your field? Are you looking to work within a team that aspires to be the best—demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a Fan of the Exceptional. **About Us** Mandarin Oriental Hotel Group is an award-winning owner and operator of some of the world’s most luxurious hotels, resorts, and residences, located in top-tier destinations worldwide, with a strong pipeline of projects. Increasingly recognized for creating some of the world’s most coveted properties, the Group delivers legendary service inspired by our Asian heritage and represents the most forward-thinking luxury experiences. **Our Hotel** An oasis in the heart of the city. As a true landmark, Mandarin Oriental, Santiago enjoys a convenient location, outstanding restaurants, and an impressive outdoor swimming pool. Combining elegant décor with peaceful views, each of our 310 rooms and suites features spacious design and a relaxing ambiance. Our hotel is one of the city’s most exciting culinary destinations—with an authentic Nikkei dining experience at Matsuri, Italian flavors at Senso, and light snacks and beverages at Atrium Lobby Lounge. **About the Role** Mandarin Oriental, Santiago is seeking its next Front Office Manager for the Rooms department—someone who consistently maintains a guest-centric perspective and fulfills the Rooms division’s mission by always delivering a unique and personalized guest experience. **Your responsibilities will include:** * Support the company’s philosophy and culture through daily application of the Legendary Quality Experience Pillars to ensure guest satisfaction and achievement of our mission. * Provide leadership and support to your team. * Ensure your team performs their duties at the appropriate service level. * Act as "Manager on Duty" for any department requiring assistance. * Address and resolve guest complaints and ensure proper documentation in accordance with company standards. * Communicate all guest concerns to the appropriate department for follow-up. * Provide training and guidance to front desk colleagues. * Conduct daily shift handovers. * Prepare the monthly Front Office meeting. * Maximize daily revenue by promoting sales at the front desk and minimizing complimentary room upgrades where possible. * Welcome VIP guests alongside the GRM, ADOR, and DOR. * Review all rooms for important VIP guests and ensure rooms are ready prior to arrival. * Ensure all MOHG program targets are met, such as Up\-selling, Resmax, Guest Preference Collection, Data Completion, etc. * Assist at the front desk with check-ins and check-outs when required. * Conduct performance evaluations and development plans for your team and follow up accordingly. * Manage billing issues. * Ensure the front desk maintains appropriate credit balances across all internal guest accounts. * Ensure guest arrivals and departures are pleasant and seamless. * Manage safe deposit box inventory. * Act upon guest profile information to fully delight our guests. * Guarantee open communication with guest service staff to relay guest requests—such as luggage handling for check\-in and check\-out. * Maintain awareness of all internal groups and events, including special requirements and billing agreements. * Know local competition and the services and amenities they offer. * Review group summaries and ensure fulfillment of all requests. * Monitor daily occupancy changes and adjust scheduling accordingly. * Support preparation of the annual Rooms Department budget. * Supervise department payroll through weekly forecasting. * Interview candidates for the Guest Services department. * Be knowledgeable about local tours in Santiago and make appropriate arrangements for guests. * Protect guest and colleague privacy at all times. **What We Expect From You** * Advanced/conversational English. * Orientation toward luxury service and customer service. * Relevant experience for this role. **Our Commitment to You** * Complementary insurance. * Complimentary meals at the staff restaurant. * Uniform laundry service. * Colleague recognition and reward program. * Learning and Development program. * Wellness programs and social events. * Various discounts available within the property. **We're Fans. Are you?**