Guest Services Manager

NIGHT MANAGER

Mandarin Oriental, Singapore is looking for a Night Manager 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, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.

About the job

Based at the Mandarin Oriental, Singapore, the Night Manager is responsible for overseeing hotel operations during the night shift, ensuring smooth coordination between departments such as Front Office, Housekeeping, Engineering, and Security. The position reports directly to the Front Office Manager.

As Night Manager, you will be responsible for the following duties:

• Coordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
• Coordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
• Coordinate with Security with regards to any medical assistance, criminal act within the hotel or suspicious guests
• Coordinate 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
• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
• Ensure that standard, policies and procedures are maintained
• Responsible in reporting any cleanliness findings within the hotel and address with the relevant department.
• Coordinate 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.
• 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 all public areas and colleague areas for any irregularities and cleanliness
• Handle all complaints from guests and transmits them to the departments concerned and see that corrective actions are taken immediately
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues
• Ensure all lights in the public areas and sky signs are lit at the appropriate time.
• Conduct random check on all colleagues to ensure that nobody sleeps while on night duty
• Ensure that all areas are cleaned and checked thoroughly by night cleaners
• To run night audit for HMS and InfoGenesis.
• Conduct departmental training and also makes appropriate suggestions to improve whenever necessary
• Performs any assignment as delegated by the supervisor

As Night Manager, we expect from you:

• Candidate must possess at least a Bachelor's Degree/Post Graduate Diploma/Professional Degree, Diploma/Advanced/Higher/Graduate Diploma or equivalent.
• Minimum 5 years of experience working in a 5-star hotel environment.
• At least 3 years of working experience as a Duty Manager in luxury hotel or similar capacity is required for this position.
• Preferably familiar with emergency procedures, security protocols and guest service standards.

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.