Director Of Front Of House

Duties and Responsibilities

To observe and ensure all colleagues are performing their duties in accordance with established hotel policies and procedures.

To be responsible for the inspection of all VIPs accommodations ensuring all details are

captured based on guest preferences

To support Front Office during busy check-in and check-out times, ensuring personalized and professional service delivery to our guests at all times.

Co-ordinate with Guest Services on VIP arrivals, walk-ins, groups and guests with special requests, relocating guests during full house situations.

To ensure management presence in the lobby in order to build positive relations with our guests by encouraging their feedback and to provide effective support to our team.  

To welcome designated VIPs and escort them to their accommodations.

To lead in the event of an emergency the ERT and ensure procedures are followed and respected based on Safe and Sound Manual.

To approve and/or disapprove prospective guests when their behavior or character is questionable.

To assist in the rooming of guests during heavy arrivals and the checking in / out of guests during peak periods.

To meet managers to stay informed of changes affecting operations and share these changes with Guest Experience team.

Complete daily Guest Experience allocation sheet and share this with relevant departments.

Observe and evaluate colleagues’ appearance and performance to ensure quality service and Compliance with specifications.

Supervise and maintain the Legendary Quality Experience, Pillar and MOQA standards.

Ensure all guest amenities such as flower arrangements and fruit bowls are appropriate and suitable according to Mandarin Oriental, Bodrum standards.

To assist the Director of Rooms as directed and for special projects as requested.

To perform any and all functions in all divisions when needed.

Requirements

Minimum 5 years of experience in Rooms Division within a luxury hotel environment, including Front Office and Guest Services.

Strong leadership and team management skills with the ability to motivate, develop and lead large operational teams.

Excellent guest relations and problem-solving abilities, with a strong focus on personalized service and guest satisfaction

Solid knowledge of hotel systems, standards and procedures, including PMS/HMS, yield management and luxury brand service standards.

Fluency in English; additional languages are considered an asset.

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