Front Office Manager * 542441 * Rooms * Full time * Mandarin Oriental, Santiago Hotel Mandarin Oriental, Santiago is looking for its next Front Office Manager to join the Rooms team. Are you an expert in what you do? Are you looking to work in 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 the award-winning owner and operator of some of the world’s most luxurious hotels, resorts, and residences, located in premier destinations around the globe, with a strong portfolio 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 cutting-edge 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 dining destinations. Offering an authentic Nikkei culinary experience at Matsuri, Italian flavors at Senso, light snacks and drinks at Atrium Lobby Lounge. **About the Role** Mandarin Oriental, Santiago is seeking its next Front Office Manager for the Rooms department who will always keep the guest perspective in mind and carry out the mission of the Rooms division by consistently delivering unique and personalized guest experiences. **Your responsibilities will include** * Support the company philosophy and culture through the daily use of 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 job tasks to the appropriate service level. * Act as "Manager on Duty" for any department requiring assistance. * Handle and resolve customer complaints and ensure proper documentation in accordance with company standards. * Communicate all guest concerns to the appropriate department for follow-up. * Provide training and coaching to front desk colleagues. * Conduct daily shift handovers. * Prepare monthly Front Office meetings. * Maximize daily revenue by promoting sales at reception and minimizing complimentary upgrades whenever possible. * Greet VIP guests together with GRM, ADOR, and DOR. * Review all rooms for important VIP guests and ensure the room is ready prior to arrival. * Ensure all MOHG program targets are met, such as Up\-selling, Resmax, Guest Preference Collection, Data Completion, etc. * Assist at reception during check-ins and check-outs when necessary. * Conduct performance evaluations and development plans for your team and follow up accordingly. * Manage billing issues. * Ensure reception maintains the correct credit amount in all internal guest accounts. * Ensure guest arrival and departure experiences are pleasant and seamless. * Manage safe deposit box inventory. * Act based on guest profile information to fully delight our guests. * Ensure open communication with guest service staff to relay guest requests, such as luggage handling for check\-in and check\-out. * Be knowledgeable about all internal groups and events, including special requirements and billing arrangements. * Know the local competition and the services and amenities they offer. * Review group summaries and ensure fulfillment of all requests. * Monitor daily changes in occupancy and adjust scheduling appropriately. * Support the preparation of the annual budget for the Rooms Department. * Supervise departmental 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 towards luxury service and customer service. * Relevant work experience for the position. **Our commitment to you** * Supplementary insurance. * Free meals at the staff restaurant. * Uniform laundry service. * Colleague recognition and rewards program. * Learning and Development program. * Wellness programs and social events. * Various discounts available within the property. **We're Fans. Are you?**