Duty Manager

Description

Summary: The Duty Manager ensures service quality, handles guest complaints, coordinates resources, and responds to emergencies to maintain order and guest safety. Highlights: 1. Provide service in line with guest expectations and brand standards 2. Handle guest complaints and coordinate resources to resolve issues 3. Lead in responding to emergency situations and ensuring guest safety * Duty Manager Duty Manager Mandarin Oriental, Sanya is looking for a Duty Manager to join our Front Office team. Mandarin Oriental, Sanya is seeking a Duty 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. 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. 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. MANDARIN ORIENTAL, SANYA MANDARIN ORIENTAL, SANYA A hidden gem where nature is celebrated, and privacy is assured. A hidden gem where nature is celebrated, and privacy is assured. Mandarin Oriental, Sanya is the first venture of Mandarin Oriental Hotel Group in China, extending the Group’ luxury and lifestyle retreat concept designed for seasoned international travellers in search of tranquillity and the utmost in relaxation and luxury. The resort enjoys the tranquillity of a 1\.2 km nationally protected coral bay and is spread out over 12 hectares of lush tropical bloom overlooking the warm, soothing waters of the South China Sea. Mandarin Oriental, Sanya is the first venture of Mandarin Oriental Hotel Group in China, extending the Group’s luxury and lifestyle retreat concept designed for seasoned international travellers in search of tranquillity and the utmost in relaxation and luxury. The resort enjoys the tranquillity of a 1\.2 km nationally protected coral bay and is spread out over 12 hectares of lush tropical bloom overlooking the warm, soothing waters of the South China Sea. **About the job** Based at the Mandarin Oriental, Sanya within the Front Office Department in Sanya, the Duty Manger is responsible for providing service that is in line with guests’ expectations and Mandarin Oriental LQE, and supervising for promptness and accuracy the fulfilment of guests’ requests. Duty Manager is responsible for promptly handling guest complaints, coordinating resources to resolve issues and following up on feedback; meanwhile, they take the lead in responding to emergency situations to ensure on\-site order and guest safety. Report to Guest Experience Manager. Based at Mandarin Oriental, Sanya within the Front Office Department, the Duty Manager is responsible for delivering service aligned with guest expectations and Mandarin Oriental’s Legendary Quality Experience (LQE), and for supervising the timely and accurate fulfillment of guest requests. The Duty Manager promptly handles guest complaints, coordinates resources to resolve issues, and follows up on feedback; simultaneously, they lead emergency response efforts to ensure on\-site order and guest safety. Reports to the Guest Experience Manager. **As** **Duty** **Manager****, you will be responsible for the following duties:** **As a Duty Manager, you will be responsible for the following duties:** * Familiar with Front Office Operational Standards and Procedures. * Familiar with Front Office operational standards and procedures. * Maintain good knowledge of all corporate programs. * Maintain thorough knowledge of all corporate programs. * Maintain a good knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. * Maintain comprehensive knowledge of room rates, discounts, packages, hotel facilities, special events, etc. * Abide by the service standards. * Adhere to service standards. * Maintain good working relations with all departments. * Maintain positive working relationships with all departments. * Work close with reception supervisor. * Work closely with the reception supervisor. * Review arrival information on a daily basis; VIP, Repeat guests, Groups, special requests etc. * Review daily arrival information, including VIPs, repeat guests, groups, and special requests. * Conduct VIP room inspections with particular emphasis on cleanliness and standard set up. Make sure the amenity was set up appropriately. * Conduct VIP room inspections with particular emphasis on cleanliness and standardized setup. Ensure amenities are appropriately placed. * Greet VIPs, Repeat guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory. * Greet VIPs, repeat guests, and long-stay guests upon arrival and ensure their assigned accommodations meet expectations. * Assist in handling claimed reservations and turn\-away according to policies and procedures. * Assist in managing confirmed reservations and turn\-aways in accordance with policies and procedures. * Carry out inspection of front of the house and back of the house areas regularly, including lobby cleanness, lighting, background music, main entrance and driveway. * Conduct regular inspections of front-of-house and back-of-house areas, including lobby cleanliness, lighting, background music, main entrance, and driveway. * Ensure that all associates comply with the grooming and uniform standards. * Ensure all associates comply with grooming and uniform standards. * Ensure GSA check the room discrepancies everyday to ensure correct room status at all times. * Ensure the Guest Services Associate (GSA) checks room discrepancies daily to maintain accurate room status at all times. * Conduct department briefing. * Conduct department briefings. * Assist with income auditor to ensure the financial policy and procedure are consistently carry on by GSA in line with MOHG standard * Assist the income auditor to ensure GSAs consistently adhere to financial policies and procedures per MOHG standards. * Represent hotel management in handling guest complain and special inquiries to ensure smooth running of operation. * Represent hotel management in handling guest complaints and special inquiries to ensure smooth operations. * To coordinate with other department in order to achieve the guest satisfaction and expectation * Coordinate with other departments to achieve guest satisfaction and expectations. * Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Management if needed. * Ensure guest complaints are properly logged and addressed to prevent guests from departing dissatisfied. Seek management assistance when required. * Log all incidents of importance and guest comments in shift logbook for Management. * Log all significant incidents and guest comments in the shift logbook for management review. * Log security incidents and accidents in accordance with hotel requirements. * Log security incidents and accidents in accordance with hotel requirements. * Assist in investigating and resolving written guest complaints. * Assist in investigating and resolving written guest complaints. * Maintain effective guest relations, builds rapport and offer personalized service and assistance. * Maintain effective guest relations, build rapport, and deliver personalized service and assistance. * Deliver high quality service to guests. * Deliver high-quality service to guests. * Maintain the communication with guest and colleagues to constantly improve the quality of service * Maintain communication with guests and colleagues to continuously improve service quality. * Assist Reception when required; perform check in, check out, etc. * Assist the reception team as required, including check\-in, check\-out, etc. * Carry out hotel night audit according to hotel procedure. * Conduct the hotel night audit in accordance with hotel procedures. * Report to management on deficiencies and irregularities noted in the operation. * Report deficiencies and irregularities observed during operations to management. * Proactively sell the Mandarin Oriental Hotel products and services by using up\-selling and suggestive selling techniques. * Proactively promote Mandarin Oriental hotel products and services using upselling and suggestive selling techniques. * Maintain a high level of product and service knowledge in order to explain or make recommendation for guest * Maintain in-depth product and service knowledge to effectively explain features or make recommendations to guests. * Be familiar with property safety, current first aid and fire emergency procedures. * Be familiar with property safety, current first aid, and fire emergency procedures. * Assist other departments in resolving problems when Department head concerned is not available. * Assist other departments in resolving issues when the relevant department head is unavailable. * Provide ongoing advice and support to staff under your supervision. * Provide ongoing guidance and support to staff under your supervision. * Supervise staff performance. * Supervise staff performance. * Ensure all reporting and servicing deadlines are met on a timely basis. * Ensure all reporting and service deadlines are met promptly. * Attend the training and meeting as required. * Attend required trainings and meetings. * Carry out other duties or tasks assigned / delegated by Assistant Front Office Manager/Front Office Manger * Perform other duties or tasks assigned or delegated by the Assistant Front Office Manager or Front Office Manager. * * **As** **Duty** **Manager****,** **we expect from you:** **As a Duty Manager, we expect the following from you:** * Strong interpersonal and problem\-solving abilities. * Strong interpersonal and problem\-solving abilities. * Excellent Hotel product knowledge. * Excellent knowledge of hotel products. * Highly responsible \& reliable. * Highly responsible and reliable. * Works well under pressure in a fast\-paced environment. * Performs well under pressure in a fast\-paced environment. * Ability to work cohesively as part of the team. * Ability to collaborate effectively as part of a team. * Ability to focus attention on guest needs, always remaining calm and courteous. * Ability to focus on guest needs while remaining calm and courteous. * English language skills * English language proficiency **Our commitment to you** **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. * Learning & Development: Your success is our success. We design tailored learning and development programs for each stage of your career to support continuous growth. * 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. * MOstay: When you work as hard as our colleagues do, taking time off is essential. As a member of the \#MOfamily, you can stay with us anywhere in the world. The MOstay program offers complimentary nights and specially discounted room rates 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. * Health & Colleague Wellness: Achieving the right work\-life balance is vital. Your wellbeing matters to us. We offer a range of health benefits and wellness programs to all colleagues worldwide. *L**ocal benefits* *Local benefits* * A competitive salary and benefits packages 具有竞争力的薪资及福利 * A competitive salary and benefits package * Annual Leave and Public Holidays 带薪年假及公共假期 * Annual leave and public holidays * Social Insurances and Housing Fund 社会保险及公积金 * Social insurances and housing fund * Free accommodation and meals 免费的宿舍住宿及工作餐 * Free accommodation and meals * **We’re Fans. Are you?**