Duty Manager

Mandarin Oriental Hotel Group Limited; Manila; On-site; PHP 781,000 - 1,228,000; Full time

Job summary

Mandarin Oriental Makati, a forthcoming 5-star luxury hotel, invites a Duty Manager to lead day-to-day front-of-house operations and ensure an exceptional guest experience across all departments during shifts. You will be a key ambassador for Mandarin Oriental’s renowned service standards and drive operational excellence in a pre-opening environment.

The role requires a solid track record in luxury hotel Front Office, team leadership, and problem-solving, with strong English communication and

Qualifications

• Bachelor’s degree in Hospitality Management or related field is preferred.
• 3–5 years’ experience in Front Office operations within a luxury hotel environment.
• Previous supervisory experience is required.
• Pre-opening experience is highly desirable.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Assist in developing and implementing front office policies, procedures, and service standards.
• Recruitment, onboarding, and training of front office colleagues.
• Support system testing, room readiness checks, and operational dry runs.

Skills

Front Office Leadership

Guest Service

Team Management

Decision Making

Education

Bachelor’s degree in Hospitality Management

Tools

Opera PMS

Job description

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 recognized 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, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 276 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Duty Manager oversees the day-to-day front-of-house hotel operations, ensuring a seamless guest experience across all departments during assigned shifts. As a key representative of Mandarin Oriental, the Duty Manager is responsible for maintaining exceptional service standards, handling guest concerns, and ensuring operational efficiency personalized guest experiences aligned with Mandarin Oriental’s legendary service standards.

Key Responsibilities

Pre-Opening Preparation

• Assist in developing and implementing front office policies, procedures, and service standards.
• Participate in recruitment, onboarding, and training of front office colleagues.
• Support system testing, room readiness checks, and operational dry runs, mock operations, and simulation exercises

Hotel Operations

• Oversee all hotel operations during assigned shifts
• Ensure seamless coordination between Front Office, Concierge, Housekeeping, Engineering, and Food & Beverage
• Monitor and manage guest flow including arrivals, departures, and in-house experience
• Conduct regular inspections of public areas and guest-facing facilities to ensure luxury presentation standards

Guest Experience & Brand Delivery

• Champion Mandarin Oriental’s culture of intuitive, personalized, and anticipatory service
• Personally welcome VIPs, long-stay guests, and repeat guests
• Handle guest feedback, complaints, and service recovery with professionalism and urgency
• Ensure guest profiles, preferences, and special requests are executed flawlessly

Team Leadership & Development

• Supervise and support team members across all front-of-house functions during shifts
• Provide real-time coaching, guidance, and service correction where required
• Foster a culture of collaboration, accountability, and service excellence
• Ensure effective shift handovers and communication between teams

Safety, Security & Risk Management

• Take charge during emergency situations and ensure proper escalation procedures
• Ensure compliance with health, safety, and security standards
• Monitor incidents and ensure accurate documentation and reporting
• Safeguard guest privacy and maintain confidentiality at all times

Financial & Administrative Oversight

• Oversee cashiering procedures, billing accuracy, and front office financial controls
• Monitor daily operational reports, occupancy, and special room allocations
• Assist in managing room inventory to support revenue optimization
• Prepare detailed shift reports, including guest feedback and operational highlights

Qualifications & Skills

• Bachelor’s degree in Hospitality Management or related field preferred
• Minimum of 3–5 years’ experience in Front Office operations within a luxury hotel environment
• Previous supervisory experience required
• Pre-opening experience is highly desirable.
• Strong leadership, decision-making, and problem-solving skills
• Excellent communication and interpersonal skills
• Fluency in English; additional languages are an advantage
• Proficiency in PMS systems (Opera preferred)
• Guest-centric mindset with a passion for luxury service
• Leadership and team development
• Problem-solving and decision-making
• Organizational and planning skills
• Cultural awareness and adaptability

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

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.

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