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Front Office Manager
Sobre el trabajo
Mandarin Oriental Bosphorus, Istanbul
Mandarin Oriental Bosphorus, Istanbul has become Mandarin Oriental Hotel Group's second hotel in Turkey. The hotel is located on the European side of Istanbul, in the luxurious residential district of Kuruçeşme, right next to the unique Bosphorus.
Mandarin Oriental Bosphorus, Istanbul located on the shores of the Bosphorus with its lush, generous, and magical gardens, in the city center with two outdoor pools, 100 spacious guest rooms and suites, rich Sunday brunches with menus from unique Turkish and world delicacies, world-famous Novikov Restaurant for lunch and dinner, serving Italian and Mediterranean specialties, as well as delicious sushi varieties and many other special Pan-Asian delicacies,consists of innovative restaurants and bars and opulent and elegant banquet facilities.Spanning an area of 3,500 square meters, The Spa at Mandarin Oriental Bosphorus, Istanbul, is one of the best and most comprehensive health and beauty centers in Istanbul.
Duties and Supporting Responsibilities
To observe and ensure all colleagues perform their duties in accordance with established hotel policies and procedures.
To be responsible for the inspection of all VIPs accommodations ensuring all details are captured based on guest preferences.
To welcomes ALL VIPs and escort them to their accommodations.
To perform all functions in all divisions when needed.
To promote a climate of enthusiasm in the workplace.
To monitor service delivery by implementing action plans to meet and exceed our guests’ expectations.
To constantly monitor scores of LRA, LQE, MOQA, TRUST YOU and all other audits and implement necessary actions.
To ensure accurate information is communicated to the Front Office team relating to any upcoming special requirements.
To ensure arrival and departure experience is as per standard.
To make sure the daily operation is smooth at the Front Office sections.
To ensure staff punctuality, uniforms, equipment, personal hygiene and grooming standards.
To ensure that Front Office work in a clean and tidy manner, according to hotel policies and standards.
To ensure guest feedbacks and comments are handled or monitored until full guest satisfaction is achieved or beyond.
To monitor the updating and maintenance of guest history records.
ETA’s and ETD’s to be collected on a daily basis for the next day arrivals in order to provide luxury arrival and departure experiences.
To ensure next day’s departing guests’ folios are checked, necessary back-ups are attached with accurate information.
To promote and ensure that MOHG standards of Legendary Quality Experience and Guiding Principles are enforced, fully implemented, maintained and exceeded throughout to reach guest satisfaction.
To interview and recruit candidates when needed.
To perform Training and Quality Control Checks.
To train the team, test standards, complete refreshment operational and brand trainings, daily operational QA checks and role plays.
To conduct “Performance Development Reviews” by arranging interviews of entire team to complete their career planning and performance monitoring.
To lead staff training and development, ensuring the highest level of guest and employee satisfaction.
To monitor training of new colleagues and their progress.
Conduct probation period appraisals.
To maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and auctioned when needed. Also, to encourage efficient and effective inter-departmental communication in order to promote teamwork and increase quality of communication.
To keep colleagues updated with forward guidance and necessary performance feedbacks.
To prepare employee rosters in accordance with business requirements, always ensuring flexible service to our guests with sufficient staffing in all areas appropriate to operational demand.
To continuously monitor staff performance and provide on-the-job leadership guidance.
To identify and praise colleagues that are recommended by guests for their high performance.
Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information. Collect team’s ideas with brainstorming sessions.
To drive the room up-selling, cross departmental sales and other incremental revenue opportunities by encouraging the team to achieve monthly targets.
To contribute MOHG’s revenue management system.
To monitor the correct billing of revenues, cash control, float balances and credit balances of guests’ in-house.
To make sure all financial SOPs are in-line and comply with Finance Department’s SOPs’.
To follow up and clear any credit risks and open balances.
Work with the Director of Finance in the preparation and management of the department’s budget.
To liaise with the sales team to determine the revenue strategy for the hotel, ensuring full knowledge is gained by Front Office.
To maximize room yields and to control overbooking strategies by liaising with Reservations and Revenue department; with arranging book-outs, managing room balancing strategies, according to MOHG policy by ensuring complete guest satisfaction.