Hotel Manager

Hotel Manager

Mandarin Oriental Muscat is looking for a Hotel Manager to join our Executive 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 Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

About the job

Hotel Manager reports to the General Manager.

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

1. General:

• Manage and ensure coordination between all the operational departments of the hotel.
• Ensure guest satisfaction is maintained at the highest possible levels.
• Chair the Fire, Life, Health, Safety, Security and Sustainability program.
• Preside over meetings related to quality assurance and VIP handling.
• Ensure all corporate and hotel policies and standard operating procedures are distributed and known by the colleagues.
• Ensure any new hotel strategy information is cascaded down to all colleagues.
• Work closely with the MarCom Manager to ensure hotel operational activations remain frequent, impactful, and vibrant. Also, ensure guest feedback/complaints are swiftly handled.
• Assist the Sales team in their efforts and ensure operational coordination.
• Hold monthly meetings with all operational division and departmental heads.
• Spend approximately 75% of your time in operations and in the hotel lobby, and 25% on meetings and administrative tasks.
• Follow and uphold MOHG Code of Conduct.
• Support all learning, development, and social corporate activities.

1. Operational:

Assisting the General Manager

• Translate and execute strategies into operational excellence.
• Take responsibility for the hotel when the General Manager is not present.
• Provide input for the creation and implementation of promotional activities with all Divisions.

Working with Operational Division Heads

• Prepare, review, and manage annual Budgets and Capital Expenditure plans, Analyze Profit & Loss, and assist in implementing strategies to increase both rooms yield and RevPAR, thus ensuring overall revenue maximization.
• Ensure coordination and continuous focus on all Quality Monitoring tools/Key Performance Indicators (KPI), including LRA, LQE, and TrustYou.
• Constantly monitor and review operating criteria and continuously develop the awareness that customer and service care are the highest priorities for all colleagues.
• Thoroughly investigate all guest feedback and report to the General Manager with plans of action.
• Manage all guest correspondence; this must be acknowledged or answered within two days of being received.
• Maintain high visibility and involvement with customers; greet guests and be visible in public areas at peak times, lunch, and evening.
• Good personal contact with all staff is essential. Bring to the attention of the General Manager any potential problems or needs of any individuals or groups of colleagues.
• Continuously review ways of improving the standard processes in customer service.
• Check Food & Beverage outlets regularly during service hours, including kitchen and other back of house areas.
• Monitor and review merchandising presentations of all departments and make recommendations if necessary.
• Inspect facilities continuously. Inspect, at least weekly, floors and various rooms & suites. Report to appropriate department heads any deficiencies and follow up to ensure corrective and preventative actions are taken.

Working with Division Heads/Department Heads on the Safe, Sound & Sustainable by Mandarin Oriental Processes

• Orchestrate and direct the annual Safe, Sound & Sustainable by Mandarin Oriental Audit.
• Chair the monthly Risk Management Committee meetings while ensuring full compliance by all Divisions.
• Grow and improve our sustainability efforts as per set targets.
• Ensure that guests and colleagues are constantly in an occupationally safe, healthy, and secure environment.

Assuming Financial Responsibility

• Support the Director of Finance in the preparation and implementation of the budget.
• Provide assistance and professional input with the development of Profit Maximising Initiatives and revenue generating strategies.
• Responsible for the rationalization of both the fixed and variable operational expenses.
• Ensure alignment with the financial objectives and forecasts, as approved by the hotel owners.
• Work with the Director of Finance to initiate periodic financial training sessions for non-finance colleagues.
• Assist in conducting monthly departmental financial reviews.
• Ensure all managers have an understanding of the financial aspects of the hotel.

Supporting the Human Resources Department

• Active participation in Career Development programmes for colleagues.
• Act as the mentor and coach for managers by engaging them in projects and learning initiatives, and ensuring that appraisals and feedback sessions are regularly held.
• Offer assistance in analysing and planning labour costs to ensure productivity, operationally-effective colleagues, and payroll costs.
• Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.

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.
• Health & 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.

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