Night Supervisor

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.

Increasingly recognized for creating some of the world's most sought-after properties, the Group provides 21st-century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Situated in a prime beachfront location, Mandarin Oriental, Muscat is an urban resort that offers 156 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.

Responsible for the overall organization and coordination of the Night Shift and to provide leadership and direction whilst providing operational "hands-on" support and maintaining guest satisfaction levels to the standard of the hotel and of the group at all times. Under the guidance and supervision of the Head of Department and within the limits of established Mandarin Oriental Hotel Group policies and procedures, the Night Supervisor will ensure that guests will experience a warm welcome, executed smoothly and efficiently. Guests will further experience an efficient departure that conveys a sense of appreciation and recognition to create lasting positive memories and will provide service which will be stylish, thoughtful and surprising, delivered with attention to detail and grace and reflecting our oriental heritage.

Responsibilities

• General:
• Understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to colleagues.
• Ensure compliance with the MOHG Code of Conduct and all rules, regulations, and other requirements.
• Support all learning and development activities.
• Safeguard stored information and not divulge or transfer any personal data concerning guests, customers, or colleagues without appropriate authority.
• Adhere to all policies & procedures relating to Safe, Sound and Sustainable practices at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy.
• Act as a hotel ambassador at all times.
• Carry out any additional duties requested by management, related to hotel operational activities.
• Departmental:
• Responsible for the success of the Night Shift as defined by the Front Office Manager and Rooms Division Manager.
• Perform duties of all functions within the Front Office as per the demands of operations.
• Ensure safety of all guests and colleagues during the night.
• Be present at the Front Office during the night shift and support the team operationally.
• Engage actively with guests and colleagues.
• Ensure compliance with applicable standards of quality, sustainability, and policies.
• Control and analyse departmental costs to ensure performance is within budget.
• Focus on process improvement and implement innovative solutions to business challenges.
• Perform personnel and training functions, ensure colleague well-being and hotel performance.
• Provide guests with in-room dinner service including order-taking, cooking, and serving of meals.
• Establish a consistent feedback culture with the Front Office team.
• Actively promote the Fans of MO guest recognition program.
• Prioritise and document colleagues' career path and development needs.
• Ensure end-of-day procedures are established.
• Maintain high standards of personal hygiene, behaviour, and grooming of staff.
• Attend management meetings as scheduled.
• Handle all guest complaints and comments tactfully.
• Cooperate and coordinate teamwork with other departments.