Assistant Front Office Manager

Mandarin Oriental Hotel Group Limited; Greater London; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

Retirement Plans

1 paid Charity Day per year

Increased holiday entitlement with Len

Access to Hospitality Action’sEmployee

Job summary

Mandarin Oriental Mayfair, London is seeking an Assistant Front Office Manager to join the Front Office team. You will support the Front Office Manager in leading the team, ensuring exceptional guest experiences and maintaining luxury service standards in a busy Mayfair hotel.

You will coach and develop staff, manage guest inquiries, drive revenue through upselling, and oversee billing accuracy and policy adherence. The role requires flexibility across shifts, including weekends and holidays.

Responsibilities

• Lead the Front Office team to ensure exceptional guest experiences and smooth daily operations.
• Coach, motivate and develop staff through training and performance support while maintaining luxury standards.
• Build strong guest relationships, handle inquiries and resolve issues to maximise guest satisfaction.
• Drive revenue opportunities through upselling, room allocation management and promoting hotel programmes.
• Oversee operational and financial processes including billing accuracy, cash handling, and adherence to hotel policies.
• Collaborate with other departments to deliver seamless service while upholding health, safety and emergency procedures.

Job description

Assistant Front Office Manager, Front Office

Mandarin Oriental Mayfair, London is looking for an Assistant Front Office 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.

Mandarin Oriental Hotel Group 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 Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It’s another world; an oasis of calm in the heart of the city, with the most attentive service. A world that’s all about our guests.

As an Assistant Front Office Manager at Mandarin Oriental Mayfair, you will be responsible for:

• Support the Front of House Manager in leading the Front Office team, ensuring exceptional guest experiences and smooth day-to-day operations.
• Coach, motivate and develop the team through training, performance management and ongoing support, maintaining luxury hospitality standards.
• Build strong guest relationships, handle enquiries and resolve concerns professionally to achieve the highest levels of guest satisfaction.
• Drive revenue opportunities through upselling, room allocation management and promotion of hotel programmes and services.
• Oversee operational and financial processes including billing accuracy, cash handling, compliance, data protection and adherence to hotel policies and procedures.
• Act as a visible leader within the hotel, collaborating with departments to deliver seamless service while maintaining health, safety and emergency response standards.

As an Assistant Front Office Manager, you will be working on a rotating shift basis, Monday to Sunday, 40 hours a week. Shift patterns will vary (including weekends and bank holidays), so flexibility is required where applicable.

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.
• 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.
• 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.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• 1 paid Charity Day per year to dedicate to a charity of your choice
• Increased holiday entitlement with Length of Service, up to 33 days off
• Access to Hospitality Action’s Employee Assistance Programme

SUSTAINABILITY AT MANDARIN ORIENTAL

Corporate responsibility values are deeply ingrained in Mandarin Oriental’s culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set by the Global Sustainable Tourism Council.

We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction.

DIVERSITY & INCLUSION

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.

ELIGIBILITY TO WORK IN THE UK

Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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