Mandarin Oriental Hotel Group

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. 

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 combines the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

The Director of Rooms will direct and support the Rooms related Heads of Department to achieve their People, Product and Profit objectives. The Director of Rooms will manage the day-to-day operational issues related to the Rooms Division which require managerial involvement to ensure communication from the top down and vice-versa for all matters related to Rooms. The Director of Rooms will provide the “vision” and leadership necessary to ensure that the Rooms Division is participating in a significant quantifiable way to the success of the hotel in terms of both Quality Service and Financial Contribution

Responsibilities

1. General:

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Muscat Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
  • On The Job trainers and trainings.
  • Group Training Technique trainers and trainings.
  • Update and maintain a complete Training Matrix for your department.
  • Update and maintain Job Description and Job Specification Matrix your department.
• Ensure the colleagues’ career path and development needs are being prioritised and documented in accordance with the MO Profile online system.

• Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information.

• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

1. Departmental:

• Attend and participate in EXCO Meetings.
• Control and analyse divisional costs to ensure performance is within budget.
• Is dedicated to meeting the expectations and requirements of internal and external guests; gets first-hand guest information (or preferences) and uses it for improvements in products and services; acts with guests in mind; establishes and maintains effective relationships with both internal and external guests and gains their trust and respect.
• Establish annual departmental operating budgets as well as capital expenditure and manpower budgets.
• Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Responsible for enhancing the product and service that is presented to the guest.  Able to make changes that respond to the marketplace and to guest needs, both present and anticipated.  Recommend changes to the product and services.  Use market research to develop new products and services
• Champion and drive the LRA and ensure exceptional quality service is the focus of all Rooms teams at all times.
• Responsible for maintaining quality of product and ensuring consistency in its delivery and standards.
• Report on a regular basis to the Executive Committee on the performance of the Rooms Division departments against budgets, sales and profit projections, and of operations and human resources performance.  Analyze variances and monitor the impact of initiatives and corrective actions.
• Provide support of a specialist nature to the Executive Committee.  Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level.
• Responsible for the selection, training and development of the staff. Able to exercise hire and fire discretion within MOHG policies.
• Responsible for sales to guests through the Front Desk and any actions taken by the incumbent that can impact on volume of business.  Responsible for direct link between effort expended and decisions made and revenue generated by Front Office (performance indicators are sales, units, growth, turnover, etc.)
• Cooperate and coordinate teamwork with other divisions.
• Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.
• Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Handle all guest complaints and comments relating to the department tactfully.
• Work with Executive Housekeeper to oversee Housekeeping Department ensuring excellent levels of cleanliness and hygiene are maintained throughout the Hotel and Laundry.
• Monitor and oversee all outsourced service companies related to Rooms to ensure service levels meet MOHG standards, and identify continuous areas of improvement in terms of service, quality and price.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Create and strategies duties and responsibilities of Division colleagues and ensure that work processes are in a logical order.