Rooms Operations Manager — Front Office Excellence & SOPs

Mandarin Oriental Group; Hong Kong; Sur place; HKD 800 000 - 1 100 000; Plein temps

Avantages offerts par ce poste

Learning & Development

MOstay

Health & Colleague Wellness

Retirement Plans

Competitive salary

Résumé du poste

Mandarin Oriental Hotel Group seeks a Manager, Operations, Rooms based in Hong Kong to oversee Front Office standards and front-of-house systems across hotels. You will lead strategic initiatives, support pre-openings, and drive operational excellence in collaboration with the Group Operations team.

The role requires on-property Front of House experience, strong English communication, and the ability to write precise SOPs.

Qualifications

• At least three years on-property experience in a Front of House department.
• Fluent English and proficiency with common computer programs.
• The ability to write excellent quality SOPs and operational guidelines.
• Knowledge of Mandarin Oriental Rooms systems or ability to learn quickly.
• Strong communication and coaching skills for working with hotel front of house leaders and system vendors.

Responsabilités

• Share new Rooms Operations strategies and initiatives with hotels, supporting their implementation.
• Lead Rooms Operations support for hotel pre-openings, including process flow reviews and SOP adoption.
• Manage rollout and day-to-day queries of front-of-house systems and related vendor relationships.
• Review, update and create Rooms Operations materials (SOPs, manuals, guidelines, OS&E).
• Monitor front-of-house standards and performance, and work with the Service Excellence team on improvements.
• Run regional calls with Front Office Managers and Chief Concierges to share insights and maintain a talent pipeline.

Connaissances

Front of House Experience

Rooms systems knowledge

SOP writing

English fluency

Communication skills

Coaching skills

Formation

Undergraduate degree preferred

Description du poste

Mandarin Oriental Hotel Group seeks a Manager, Operations, Rooms based in Hong Kong to oversee Front Office standards and front-of-house systems across hotels. You will lead strategic initiatives, support pre-openings, and drive operational excellence in collaboration with the Group Operations team.

The role requires on-property Front of House experience, strong English communication, and the ability to write precise SOPs.