Intern - Service Excellence and Learning & Development ( Omani national )

Mandarin Oriental, Muscat is looking for an Intern - Service Excellence and L&D to join our People & Culture 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.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

About The Role

The Intern – SE and L&D is responsible for actively contributing to the overall Hotel Learning & Development, Performance Management and Quality Assurance: including operation and non-operation line colleagues, supervisors, managers, Department Heads and Executive Committee and focusing on delighting our guests and colleagues.

Key Responsibilities

• . To assist the Director of SE and L&D in communicating and engaging all colleagues in MOHG culture, its mission, guiding principles and LQEs, by planning and managing the hotel Learning & Developing function.
• . To assist with administering the Performance Management process and cycle, and Succession Planning
• · To support the Quality Assurance processes within the hotel as required
• · To communicate and maintain the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the support of the Director of SE and L&D and the broader management team:
• o MOve In Orientation
• o Departmental Training
• o Off-Job/Classroom Training Programs
• o L&D Administration and Resources
• o Other Service Excellence and L&D initiatives appropriate to the role
• . To assist in preparing a monthly Hotel Training Calendar and distribute it accordingly, ensuring all colleagues have access to it and are aware of the scheduled L&D activities.
• · To assist in arranging resources for training to be conducted throughout the hotel (i.e. providing a first-class training environment emulating our guests meeting environment)
• · To assist in delivering MOHG L&D programmes across various levels of colleagues appropriate to the role.
• · To assist in designing, delivering, and arranging training programmes to address specific training needs.
• · To maximise learning by providing a creative, fun and exciting environment in delivering MOHG and locally designed L&D programmes.
• · To administer the Learning Coach/Departmental Trainers program, including assisting in monitoring departmental L&D activities.
• · To promote consistency of Departmental Training by focusing on LQE, Eleven Pillars and the Mission Statement
• · To keep hotel colleagues’ training records by maintaining a hotel training data base and managing internal and external training documentation within the property, to be able to report on status of training for each colleague within the hotel
• · To prepare the Hotel Monthly L&D report and communicate it to the hotel management as well as to the corporate MOHG L&D team.
• · To work with the third party training providers to coordinate external training requirements
• · To assist in administering Management Trainee/Rising Fans Programmes, liaising with respective departments in accordance with Company Policies and Procedures
• · To support the hotel quality assurance programme by helping to administer and/or facilitate meetings and internal inspections
• · To participate in Corporate initiatives, such as the L&D train the Trainer workshop, LQE Workshops, pre-openings, and the Cultural Exchange Ambassador programme
• · To support the development and piloting of new MOHG L&D programmes
• · To support hotel openings as Cultural Exchange Ambassador and lead cross-exposure/MOve In for other L&D Managers within the region where required