House Manager

hace 4 semanas

Madrid, España Mandarin Oriental Hotel Group A tiempo completo

**Position**: House Manager (Full time #538544)

**Property / Office**: Mandarin Oriental Ritz, Madrid

**Location**: Madrid, Spain

**The Company**

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

**The Hotel**

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

**Scope of Position**

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the front office operations. Be pro-active, creative and results driven. The House Manager is responsible for, but not limited to, the overall hotel operations in the absence of an Executive Committee member. In the absence of the Front Office Manager and the Assistant Front Office Manager this position provides direction and leadership to the Front Office team to maximize revenue opportunities and guest satisfaction levels to the standards set by the Group. House Manager works very closely with the Housekeeping Management team to ensure successful delivery of Mandarin Oriental’s exceptional service to our guest and successful Rooms operation.

**Duties and responsibilities**
- Operate Front Office operations properly, efficiently and profitability
- Supervise, Guide and Support all colleagues in the department with their duties
- Encourage the sense of teamwork throughout the hotel
- Motivate and inspire the colleagues to maximize their performance
- Ensure a warm, genuine and efficient guest’s arrival and departure experience
- Keep the Front Office colleagues informed & up-to-date with information related to the hotel, hotel group and operation
- Maintain all department files and ensure that paperwork is kept to a minimum and Guest information to be stored following company’s Policy and Procedure
- Ensure all the supply and tool for the colleagues to use are sufficient and available at all time
- Serve as the Manager on Duty and available to guests at all time
- Ensure accurate communication of information and guest requests to all relevant departments
- Ensure all the request and question by internal and external guest to be responded in timely and efficiently manner and out come to be up to their complete satisfaction at last
- Welcome guests in person; recognize and anticipate their individual needs
- Engage yourself actively to be present at public area for the quality check of services provided by colleagues and ensuring all standards are met in services
- Handle all guest compliments, comments, observations and complaints in a timely and effective manner, ensuring guest’s complete satisfaction
- Maintain high standards of Guest Data Quality
- Support the FOM with Fans of MO guest recognition program and ensure the growth of enrolment and quality of program execution
- Support the FOM ensuring growth with the Departments LRA scores for both Arrival & Departure
- Support the FOM ensuring and maintain a very high standard of personal hygiene, behaviour and grooming standards of colleagues up to the hotel’s standards
- Perform the task and project which being assigned by FOM and Hotel Management

**Requirements**:

- Diploma or certificate holder in Hospitality Management.
- Minimum 2 years of assistant front office manager in international luxury hotels.
- Previous work experience in the capacity of assistant front office manager, duty manager, Night Manager.
- Excellent manners.
- Positive and yes we can attitude.
- Strong communication, listening and interpersonal skills.
- Well organized and structured.
- Capacity to work in different shifts (am, pm and night)
- Good command of Spanish & English, knowledge in other languages is an advantage.
- Familiar with computer software such as Microsoft Word, Excel and PowerPoint.

**Advertised**: 18 Mar 2024 Romance Standard Time
**Applications close**: 18 Apr 2024 Romance Daylight Time

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