Hotel Operations Manager

Hotel Management Position

Mandarin Oriental Muscat is looking for an experienced Hotel Manager to join their Executive team.

The ideal candidate will be a master of hospitality and thrive in a fast-paced environment where teamwork and integrity are essential.

We invite you to become part of our exceptional team.

About the Role

• General:

• Manage and coordinate between all 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 colleagues.
• Work closely with the Marketing Manager to ensure hotel operational activations remain frequent, impactful, and vibrant.
• 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 time in operations and in the hotel lobby, and 25% on meetings and administrative tasks.

Key Responsibilities

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.

Requirements

• 5+ years of experience in hotel management.
• Strong leadership and communication skills.
• Ability to work well under pressure and meet deadlines.
• Excellent problem-solving and analytical skills.
• Familiarity with safety and security protocols.

Benefits

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Recognition and reward for outstanding performance.

Others

• MOstay: complimentary nights and attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness: variety of health benefits and wellness programmes offered to all colleagues, globally.
• Retirement Plans: different retirement plans depending on length of service and role.