Hotel Manager

Mandarin Oriental Muscat is looking for a Hotel Manager to join our Executive 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 job

Hotel Manager reports to the General Manager.

As Hotel Manager, you will be responsible for the following duties:

1. General:

• Manage and ensure coordination between all the operational departments of the hotel.
• Ensure guest satisfaction is maintain at the highest possible levels.
• Chair the Fire, Life, Health, Safety, Security and Sustainability program.
• Preside meeting related to quality assurance, and VIP handling.
• Ensure all corporate and hotel policies and standard operating procedures are distributed and known by the colleagues.
• Ensure any new hotel strategy, information is cascade down to all colleagues.
• Work closely with the MarCom Manager to ensure hotel operational activations remain frequent, impactful and vibrant. Also, ensure guest feedback/complaints are swiftly handled.
• Assist the Sales team in their effort and ensure operational coordination.

• Hold monthly meetings with all operational division and departmental heads.

• Spend approximately 75% of your time in operations and in the hotel lobby, and 25% on meetings and administrative tasks.
• Follow and uphold MOHG Code of Conduct.
• Support all learning, development and social corporate activities.

1. Operational:

Assisting the General Manager

• To translate and execute strategies into operational excellence.
• To take responsibility for the hotel when the General Manager is not present.
• Will provide input for the creation and implementation of promotional activities with all Divisions.

Working with Operational Division Heads

• To prepare, review, and manage annual Budgets and Capital Expenditure plans, Analyse Profit & Loss, and assist in implementing strategies to increase both rooms yield and RevPAR, thus ensuring overall revenue maximisation.
• To 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.

Working with Division Heads/Department Heads on the Safe, Sound & Sustainable by Mandarin Oriental Processes

• To orchestrate and direct the annual Safe, Sound & Sustainable by Mandarin Oriental Audit.
• To chair the monthly Risk Management Committee meetings while ensuring full compliance by all Divisions.
• To grow and improve our sustainability efforts as per set targets.
• To ensure that guests and colleagues are constantly in an occupationally safe, healthy and secure environment.

Assuming Financial Responsibility

• Support the Director of Finance in the preparation and implementation of the budget.
• Provide assistance and professional input with the development of Profit Maximising Initiatives and revenue generating strategies.
• Responsible for the rationalization of both the fixed and variable operational expenses.
• Ensure alignment with the financial objectives and forecasts, as approved by the hotel owners.
• Work with the Director of Finance to initiate periodic financial training sessions for non-finance colleagues.
• Assist in conducting monthly departmental financial reviews.
• Ensure all managers have an understanding of the financial aspects of the hotel.

Supporting the Human Resources Department

• Active participation in Career Development programmes for colleagues.
• Act as the mentor and coach for managers by engaging them in projects and learning initiatives, and ensuring that appraisals and feedback sessions are regularly held.
• Offer assistance in analysing and planning labour costs to ensure productivity, operationally-effective colleagues and payroll costs.
• Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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