Front Office Supervisor

Mandarin Oriental; Manila; On-site; PHP 1,841,620 - 2,762,430; Full time

Benefits offered by this job

Learning and development programs

MOstay program for complimentary stays

Health and wellness benefits

Job summary

Mandarin Oriental in Manila is seeking a Front Office Supervisor, responsible for overseeing daily front desk operations and ensuring exceptional guest services. You will manage a team and coordinate guest experiences, ensuring operational excellence in a luxury hotel environment.

The ideal candidate has a Bachelor’s degree in Hospitality Management and 2-4 years of front office experience. Join us to be part of our dynamic pre-opening team committed to excellence and authentic Asian hospitality.

Competitive benefits, including health, learning programs, and the MOstay program for staff, are included.

Qualifications

• Minimum 2–4 years Front Office experience in a luxury hotel.
• 1-2 years in a supervisory role, preferred.
• Ability to work in a fast-paced, pre-opening environment.

Responsibilities

• Oversee daily operations of the Front Desk.
• Ensure exceptional guest service and smooth check-in/check-out.
• Lead and train Front Office Agents.

Skills

Leadership

Communication

Problem-solving

Guest-focused

Attention to detail

Education

Bachelor’s degree in Hospitality Management or related field

Tools

HMS

Microsoft Office (Excel, Word, Outlook)

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 275 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 Front Office Supervisor is responsible for overseeing the daily operations of the Front Desk, ensuring exceptional guest service standards consistent with Mandarin Oriental’s legendary service philosophy. This role supervises front office colleagues, coordinates guest services, and ensures smooth check‑in/check‑out processes while maintaining the highest levels of luxury hospitality and operational efficiency.

During the pre‑opening phase, the role focuses heavily on planning, setup, recruitment, training, and implementation of procedures. Post‑opening, the Supervisor will oversee daily operations, ensuring seamless guest experiences, operational excellence, and adherence to all standards.

Key Responsibilities

Guest Experience & Service Excellence

• Deliver personalized, anticipatory service aligned with Mandarin Oriental’s standards.
• Handle VIP arrivals, departures, and in‑house guest engagement.
• Respond promptly and professionally to guest inquiries, requests, and complaints.
• Resolve guest concerns effectively, ensuring complete satisfaction and retention.
• Maintain strong guest recognition and preferences through system updates.

Front Desk Operations

• Supervise daily front office operations including reception, cashiering, and guest relations.
• Ensure smooth and efficient check‑in and check‑out procedures.
• Monitor room availability, room assignment, and upgrades in coordination with Reservations and Housekeeping.
• Ensure accurate billing, cashiering, and financial transactions.
• Maintain compliance with hotel standards, policies, and procedures.

Team Leadership & Staff Supervision

• Lead, coach, and motivate Front Office Agents to deliver exceptional service.
• Conduct daily shift briefings and ensure effective communication within the team.
• Assign tasks and monitor team performance throughout shifts.
• Support training and development of front office colleagues.
• Promote a positive and collaborative working environment.

Coordination & Communication

• Liaise with Housekeeping, Concierge, Engineering, and other departments to ensure seamless operations.
• Ensure timely communication of guest requests and special arrangements.
• Coordinate with Sales, Reservations, and Revenue teams on occupancy, forecasts, and group arrivals.

Quality Assurance & Standards

• Ensure full compliance with Mandarin Oriental brand standards and Forbes/5‑star service expectations.
• Conduct regular checks on front office procedures and service delivery.Monitor guest feedback (e.g., reviews, surveys) and implement improvements.
• Ensure grooming and uniform standards are consistently maintained.

Administrative & Reporting Duties

• Prepare daily operational reports, shift logs, and handover notes.
• Assist in managing departmental schedules and staffing.
• Monitor front office KPIs such as guest satisfaction scores, upselling performance, and service efficiency.
• Support audits and ensure compliance with financial and operational controls.

Revenue & Upselling

• Promote room upgrades, hotel services, and packages to maximize revenue.
• Ensure team actively practices upselling and cross‑selling techniques.
• Support revenue optimization strategies in collaboration with the management team.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 2–4 years Front Office experience in a luxury hotel environment.
• At least 1–2 years in a supervisory role is an advantage.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Guest‑focused with strong problem‑solving skills.
• High attention to detail and organizational skills.
• Ability to work in a fast‑paced, pre‑opening environment.
• Experience with HMS preferred.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Familiarity with Mandarin Oriental‑ guest experience platforms is a plus.

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 pre‑opening 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.
• Health & 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.

We’re Fans. Are you?