Purpose of Position

Based at the Mandarin Oriental, Tokyo, the Hotel Manager is responsible for, but not limited to, the overall Hotel Operations, including Rooms, Housekeeping, Food & Beverage, Kitchens, Engineering, Quality, Spa & Wellness, FLHSSE, and Landlord management.

The Hotel Manager will report directly to the General Manager. The functional positions of Director of Rooms, Director of Food & Beverage, Executive Chef, Director of Engineering, Director of Quality, Senior Director of Spa & Wellness, FLHSS Officer reports into the Hotel Manager.

Duties and Supporting Responsibilities

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

• Responsible for the overall operation of the hotel in Food & Beverage, Rooms, Spa, Engineering and Security (FLHSSE).
• Responsible for the implementation of all operational quality 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 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 quality of 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.