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 in Milan, 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 detail log entries for all incidents and occurrences in the hotel and follow through closely to achieve “win-win” situation between guests and hotel. The Duty Manager reports to the Reception Manager. **As Duty Manager you will responsible for the following duties**: - Attend to guest's requests and complaints - Investigate complaints and address to the department concerned and response to guest 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 with regards to any criminal act within the hotel or suspicious guests, in order to monitor and guarantee guest’s and colleague’s safe. - 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 (safe & 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 standard, policies and procedures are maintained, always - 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, increase revenue, etc - Attend Front Office briefing and Operations meeting and ensure that all instruction given is carry out expeditiously - Highlight log entries during daily Operations meeting - Check through the day arrival report and ensures 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 transmits them to the departments concerned and see that corrective actions are taken immediately - Constantly check appearance, grooming of uniform 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 check on all colleagues to ensure that nobody sleeps while on night duty - Ensure that