Hotel Manager

HOTEL MANAGER POSITION

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 30 hotels and eight residences in 20 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group.

The Hotel Manager is expected to join the Executive Commitee of the Hotel during the pre-opening period, in order to ensure a smooth and succesful hotel opening.

Functions as the strategic, hands-on leader of the Rooms Operations, Spa Operation, Food & Beverage Operations, Engineering & Security Operations, and acts as General Manager in his/her absence.

The position is expected to be visible and hands-on in the operations on a daily basis providing direction and monitoring the entire guest experience. The schedule will include days, nights, holidays, and weekends to provide coverage in the absence of the General Manager. This position “owns” Rooms, Spa, Food & Beverage and Engineering & Security operational aspects of the hotel and is responsible for driving FLHSS&E initiatives while working with peers on the Executive Committee.

Working with the Executive Committee, the Hotel Manager develops and implements hotel-wide strategies that deliver products and services to meet and exceed the needs and expectations of all guests while providing a return on investment to the owners.

Duties and Supporting Responsibilities

• Responsible for the overall operation of the hotel in Food & Beverage, Rooms, Spa, Engineering and Security.
• Responsible for the implementation of all operational standards and their upkeep.
• Responsible for the elaboration – together with the L&D Manager – of appropriate training plans in all operational areas and their update, based on the hotel KPIs, guests comments and service audits results.
• Handle all guests complaints; ensure timely rectifications of service standards when needed.
• Formulation and implementation of strategy related to the hotel. The Hotel Manager will propose strategies and solutions to operational issues improving guest services and colleague productivity.
• Will execute all operational and strategic initiatives that have been discussed, providing feedback and alternatives.
• Preparation of strategic business plans for the hotel specifically pertaining to Operations.
• Development of lower and middle management executives through coaching, mentoring and general communications. To use the Balanced Score Card and other appraisal formats as tools for goals and target settings and to engage in feedback.

Working with the Director of Engineering: 

• Establish and manage the annual CAPEX plan and budget. Will research and recommend best practices and equipment along with feasibility and implementation schedules as per corporate guidelines.
• Oversee the strategic direction of general projects related to the enhancement of the hotel. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project.
• Will direct and ensure the success of the preventive maintenance programs of the hotel in all areas.
• Will work on the energy saving and related projects.
• Will work on corporate guidelines and initiatives provided in the Environmental policies.
• Will ensure that the inventories of both fixed and current assets are in order.
• Will initiate the formulation of guest complaint handling systems - improving the response and rectification process.

Financial Responsibilities:

• Support the Director of Finance in the implementation of the budget.
• Will work with the Director of Finance to initiate periodic training sessions.
• Will drive revenue and expense rationalization initiatives in all operational areas.
• Will ensure monthly departmental financial reviews.
• Ensuring all managers have an understanding of the financial aspects of the hotel.

Working with the hotel Director of Spa:

• Assist with Sales and Marketing initiatives, corporate guidelines and initiatives, training plans for spa products and treatments
• Oversee the strategic direction of general projects related to the enhancement of the Spa.
• Forecasting and budget of Spa

Working with the hotel Director of Food & Beverage:

• Preparation of F&B Annual CAPEX plan and management of CAPEX projects and expenditure
• Participates in public relations activities, sales call or other promotional activities designed at enhancing the image and profitability of the food and beverage
• Participates in the preparation of the annual budget and marketing plan, taking ownership for the F&B Division
• Will work on the Sales and Marketing initiatives for F&B Division
• Will work on corporate guidelines and initiatives to enhance operational excellence

Support the General Manager and Sales & Marketing Director in:

• development of Marketing Strategies for the Hotel.
• translating strategies into operational excellence.
• ensuring a constant source of feedback and to improve service
• partnering on the Event Management process to ensure that the various marketing and public relations activities are supported by operations

Support the Director of People & Culture in the following:

• Career development programs for colleagues.  Hotel Manager will be the mentor and coach for the new and mid-level managers actively engaging them in projects and learning initiatives.  Hotel Manager will ensure that appraisals and feedback sessions are regularly done.
• Labor cost management is essential both in terms of quality of people and payroll costs. Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.
• Community programs.

Support the General Manager:

• Create opportunities, promotions and happenings regularly to keep the hotel visible to customers
• Establishing advertising and promotional materials.

Support Information Technology:

• Working with EXCO and the IT Department to ensure continual progress regarding systems, software and hardware.
• Will be involved in ensuring training and optimum usage of technologies amongst the team.
• Will lead the team on MOHG stipulated Technology Audits.

English & spanish are a must