Mandarin Oriental Savoy, Zurich is looking for a Front Office Supervisor 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 Savoy, Zurich is located in the heart of the Old Town, in the main business center, close to the city's leisure attractions and just a short walk from the shores of Lake Zurich. The Mandarin Oriental Savoy, Zurich has 80 guest rooms and suites and three dining venues, including an all-day dining restaurant, a specialty restaurant and a lobby lounge. The hotel is ideal for meetings and events with its newly renovated event facilities, including a grand historic ballroom.

About the job

Based at the Mandarin Oriental Savoy, Zurich. The Front Office Supervisor is responsible for supervising the operations at the reception to ensure that the highest and exceptional services are given to all guests. The Front Office Supervisor reports to the Front Office Manager and Assistant Front Office Manager.

As Front Office Supervisor, you will be responsible for the following duties: 

• Ensuring smooth and efficient work processes during the shift
• Supporting and representing the Front Office Manager and Assistant Front Office Manager in their absence
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed to ensure clients’ satisfaction and adherence to service standards
• Carry out training for new employees and on-the-job training
• Motivates staff to bring out excellent performance 
• Handles guest requests and complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests.  Follow up when necessary
• Liaise and coordinate with various departments to ensure all information on guests is accurate such as rate, room type, billing, and guest requests, and oversee that guests’ specific requirements are addressed in an efficient manner  
• Check-Ins und Check-Outs of our guests
• Assisting guests with any request from billing questions to local knowledge to provide memorable guest experiences, if needed across departments
• Supporting, training and coaching the Front Office Agents
• Noting guest preferences to anticipate needs
• Professional guest complaints handling, from taking to solving
• Entering bookings in the absence of the reservations department

As Front Office Supervisor, you will be responsible for the following duties: 

• Ensuring smooth and efficient work processes during the shift
• Supporting and representing the Front Office Manager and Assistant Front Office Manager in their absence
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed to ensure clients’ satisfaction and adherence to service standards
• Carry out training for new employees and on-the-job training
• Motivates staff to bring out excellent performance 
• Handles guest requests and complaints in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure customer satisfaction and maintain a record of all complaints received from all guests.  Follow up when necessary
• Liaise and coordinate with various departments to ensure all information on guests is accurate such as rate, room type, billing, and guest requests, and oversee that guests’ specific requirements are addressed in an efficient manner  
• Check-Ins und Check-Outs of our guests
• Assisting guests with any request from billing questions to local knowledge to provide memorable guest experiences, if needed across departments
• Supporting, training and coaching the Front Office Agents
• Noting guest preferences to anticipate needs
• Professional guest complaints handling, from taking to solving
• Entering bookings in the absence of the reservations department

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.
• Swiss Deluxe Rates.

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