DUTY MANAGER

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, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 32 beautifully appointed suites. The hotel features a fine-dining restaurant, Seta and a bar-bistro, Mandarin Garden + Bistrot where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. In addition, the hotel has two versatile function rooms. About the job Based at the Mandarin Oriental, Milan within the Front Office Department, the Duty Manager is responsible for the overall smooth operation of the Hotel. Act as the "Liaison Officer" between guests and Management. Raise accurate and detailed log entries for all incidents and occurrences in the hotel and follow through closely to achieve a “win-win” situation between guests and the hotel. The Duty Manager reports to the Reception Manager. As Duty Manager you will be responsible for the following duties: Attend to guest's requests and complaints Investigate complaints and address them to the department concerned and respond to guests with an appropriate explanation and apology Ensure LQE is delivered and a smooth and successful operation is carried out in these areas daily Co-ordinate with Front Office, Housekeeping, Room Service and Guest Relations on VIP arrivals, departures, walk-ins, groups and guests with special requests Co-ordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition Co-ordinate with Housekeeping and Food and Beverage on any special requests for VIPs Co-ordinate with Security regarding any criminal acts within the hotel or suspicious guests, to monitor and guarantee guest’s and colleague’s safety Co-ordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc., to minimize bad debts, skippers, untraceable charges and allowances Inspect VIPs arrival rooms with appropriate amenities set up Meet and greet VIPs arrivals and departures as highlighted by DOR or FOM Uphold FLHSS procedures and Covid Protocols (safety & security) Uphold grooming standards Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department Attend scheduled meetings (Morning and evening meeting) Perform any other duties as assigned by Superior Ensure that standards, policies and procedures are maintained at all times Responsible for overall cleanliness of the hotel Make every effort to ensure that guests of the hotel are made as comfortable and contented as possible Co-ordinate and take charge of any emergency until General Manager or Hotel Manager arrives Recommend improvements in hotel operations where there are opportunities for improving service, increasing revenue, etc. Check the reading file to update on all new e-mails, correspondence which may require personal attention Attend Front Office briefing and Operations meeting and ensure that all instructions given are carried out expeditiously Highlight log entries during daily Operations meeting Check through the day arrival report and ensure that the necessary preparations are done by respective departments Check VIP rooms and their special requests Check all public areas and colleague areas for any irregularities and cleanliness Check on the working condition of elevators, lobby lights, air conditioning, in-house music and other hotel equipment Check daily event order and ensure that the necessary signboards and arrangements are done Log all complaints/irregularities for Management reference Handle all complaints from guests and transmit them to the departments concerned and see that corrective actions are taken immediately Constantly check appearance and grooming of uniformed colleagues Do physical check of the rooms of expected check-out guests before 1600hrs Ensure Front Office colleagues verify the Housekeeping report and follow up on any discrepancies Ensure all lights in the public areas are lit at the appropriate time Ensure the sky signs are fully lit at 1900hrs Check that all flags are lowered by 1900hrs Conduct random checks on all colleagues to ensure that nobody sleeps while on night duty Ensure that all areas are cleaned and checked thoroughly by night cleaners Eventually, run the night audit at 0100hrs during weekdays and 0200hrs during weekends and public holidays Ensure that the month-end report is printed on the last day of every month Assist in all areas (especially operations area) Conduct departmental training and also make appropriate suggestions to improve whenever necessary Offer medical assistance or arrangements Perform any assignment as delegated by the General Manager, Hotel Manager, and Director of Front Office Operations As Duty Manager we expect from you: 3/4 years hotel management experience Previous experience at different hotel properties 4* and 5* Understanding of Mandarin Oriental Hotel Group’s history and vision Full comprehension of operational issues and Legendary Quality Experiences Experience dealing with all levels including owners, corporate officers, support staff and all hotel employees Able to multi-task The ability to work well in a team environment 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. Competitive salary, wages, and a comprehensive benefits package Meals available at our Employee Restaurant #J-18808-Ljbffr