ROLE OVERVIEW
The Assistant R&R Manager, Mandala Club is responsible for the daily operation of the reception team across all floors. A primary focus of this role is to ensure excellent communication between the Reception and the Floor team to maximise seating capacity and to drive the departments’ performance to deliver an egalitarian world-class service in line with M. Vision. Missions. Values.
KPIs across the organisation are categorised as below, with varied weighting across business units and departments:
- P&L Delivery
- Team Engagement
- Member Satisfaction
- Member Growth/Acquisition
- Member Engagement
KEY OBJECTIVES & DELIVERABLES
● Runs daily service and is present at the daily briefing to represent the Reception Team.
● Work with the Mgm Team to maximise revenue by increasing floor capacity and improving seating turn during operation.
● Train the team on reservations management, phone etiquette, seating etiquette.
● Proactively responds to guests' feedback
● Submit weekly reports on:
○ Members and Guests Feedback
○ Covers Trends and Seating Pace Flow
○ Bookings Vs Walk-ins trend
● Oversee the management of reception email inbox to ensure all enquiries are handled in a timely manner
● Monitors, guides, and trains the reception personnel to meet guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
● Is in charge of team rosters and leave management
● Supports the HR Function through the recruitment and the hiring process
● Reviews all bookings with the duty manager to ensure tables/VIP areas allocations and special requests are all executed
● Executes daily reception briefing and allocations of the team to ensure greeting/seating/departure of the guests is up to standards
● Runs regular training sessions to ensure the cycle of service and all sops’ are executed in line with Mandala Club expectations
● Inspects all VIP AREAS regularly and communicate with the duty manager any required follow-ups
● Greet VIP guests personally
● Handle guest complaints and refer them as necessary, follow up on corrective action
● Overall responsible for ensuring and maintaining all reception areas running smoothly and efficiently
● Implements Quarterly Appraisals of the team as per company’s standards
● Drive floor plan implementation for large scale events
● Liaise with the S&E manager to ensure the reservation team and the events team collaborate to deliver successful events.
THE RIGHT PERSON
● A passion for hospitality and delivering exceptional lifestyle experiences
● Great attention to detail and multi-tasker
● Extremely disciplined and focused to achieve agreed targets within given deadlines
● Broad thinker
● A trouble-shooter; must be able to critically analyse and tackle problems and present
viable solutions
● Passionate about what we are and what we do; this person needs to be passionate
about M., hospitality and lifestyle
● Possess strong communication skills
● Able to communicate clearly at all levels within the organization
● Be open to new ideas, adventurous and practical simultaneously
● Able to lead and inspire the team
● Driven by the desire to win and for continuous improvement
● Proven ability to work cross-functionally
● Guest’s satisfaction orientated
THE RIGHT EXPERIENCE
● Well versed with minimally 3 years of Hospitality/F&B experience with 3 years in a managerial role with a proven track record of managing sales and ops
Please send your detailed resumes to [email protected]
