Director of Front Office Operations

Mandarin Oriental, Boston is looking for a Director of Front Office Operations 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 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, Boston is situated in the heart of the Back Bay overlooking Boylston Street. Our luxurious 138 guest rooms and 12 suites set the standard for spaciousness, combining classic Bostonian residential elegance with refined hints of our Oriental heritage. Our spa introduces Boston to world-acclaimed and unique Mandarin Oriental therapies.

About the job

Based at the Mandarin Oriental, Boston within the Front Office department in Boston, Massachusetts, the Director of Front Office Operations will provide supervision, direction and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.

The Director of Front Office Operations reports to the Hotel Manager and directly oversees the Front Office Manager, Assistant Front Office Managers, Night Manager, Guest Service Agents, Concierge, Doorpersons and Bellpersons.

As Director of Front Office Operations, you will be responsible for the following duties:

• Operate the Front Office properly, efficiently and with profitability, which includes supervising Front Office colleagues and managing their development and performance
• Ensure an exceptional level of service for all guests, including a warm and genuine arrival and departure experience
• Maximize room revenue and occupancy by effectively controlling rates and availability
• Create and strategize duties and responsibilities of Front Office colleagues and ensure that work processes, policies and procedures are in logical order
• Personally own and elevate service quality metrics of the Front Office by adhering to Legendary Quality Standards
• Welcome guests in VIP categories as well as repeat guests; recognize and anticipate their unique needs
• Ensure that FLHSS standards are adhered to at all times
• Perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for Front Office colleagues
• Coordinate teamwork with other departments
• Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
• Perform any other duties as required by management

As Director of Front Office Operations, we expect from you: 

• Minimum of 5 years of experience in a similar role; experience in luxury hospitality is strongly preferred.
• Strong time management and prioritization skills with the ability to multitask.
• Effective management, leadership, organizational, financial, and communication skills.
• Reading, writing, and oral proficiency in the English language.

• Perform any other duties as required by management

• Ability to work a flexible schedule.
• https://careers.mandarinoriental.com/jobs/director-of-front-office-operations-boston-massachusetts-united-states