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.
  
  

Desirable

• 4-year College degree in Hospitality Management or a similar field
• Multi-lingual
  
  

Compensation

The salary range for this position is $90,000-95,000 annually.

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.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
  
  

Local Benefits

• A competitive salary and benefits package
• Complimentary dry-cleaning services
• Meals served while on duty
• Discounted colleague parking available
  
  

Equal Employer Opportunity Statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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