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Hotel Manager

Washington, DC, United States, Washington, United States

Hotel Manager

  • Washington, DC, United States
  • Full time

The Group

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 32 hotels and six residences in 23 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. 

Our Hotel

Set at the heart of the U.S. capital between Maine and Maryland Avenues and 12th and 14th Streets, SW, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and District Wharf.

Overview of Position

The incumbent of this position will take full responsibility of all aspects of Hotel’s day-to-day operations at the Mandarin Oriental Washington, D.C.  The successful applicant will have the organizational capability, creativity, flexibility and commitment required to successfully provide direction over the Rooms, Food & Beverage, Spa, Engineering and Security operations of the hotel and to ensure the running of the Hotel operation profitably (meeting or exceeding budget) while maintaining the full implementation of Mandarin Oriental standards of service and safety and the highest levels of guest satisfaction.

The Hotel Manager is responsible for the overall day-to-day Hotel, budgeting, maintenance of quality standards, training and reviews of all colleagues. 

The Hotel Manager is a member of the Hotel’s Executive Committee (EXCO) and leadership and oversight to the following areas and their Directors: Rooms Division (including Housekeeping), Food & Beverage Division, Engineering Division, Security and Spa Division.  The Hotel Manager reports to the General Manager.

Essential Functions

  • Leads the hotel’s day-to-day operation to ensure successful delivery of service standards to meet and exceed guest expectations
  • 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
  • Champion of the Quality initiatives and service standards to obtain pinnacle ratings in Forbes, Triple A, MOQA and LQE, as well as LRA Guest Satisfaction Surveys
  • Champion of the Hotel’s safe and sound program (FLHSS) and the preparation for the annual safety audit, which is conducted by third parties engaged by MOHG
  • Serve as Lead Point Person for the Hotel on projects such a room renovations, restaurant rebranding
  • Partners with EXCO and General Manager to formulate and implement budget strategy for Hotel and drives for successful financial results on a monthly basis
  • Plays a lead role in the establishment and management of a CAPEX plan and budget.
  • Leads the Hotel’s Risk Management Team
  • Formulation and implementation of the hotels involvement in the local community
  • 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
  • Support the General Manager and Director of Communications in:
    • Public relations activities
    • Create opportunities, promotions and happenings regularly to keep the hotel visible to customers
    • Establishing advertising and promotional materials


  • Excellent communication skills in all aspects: verbal, written and non-verbal with fluency in English
  • Prior experience as an operational division head in a luxury hotel with a proven track record of success in running a quality and sound business operation
  • 3-5 years’ experience in a comparable position (senior leadership oversight of multiple operations divisions) in a luxury hotel operation preferred
  • Bachelor’s Degree or equivalent in hospitality management or related field
  • Excellent knowledge of all aspects of Hotel Operations including: Rooms, Food & Beverage, Spa, Engineering and Hotel Security
  • Quality driven with a passion for excellence in guest service and satisfaction
  • Detailed oriented with a keen sense and eye for luxury and outstanding guest service
  • Flexible work hours to meet the demands of a 24 hour operation
  • Must possess a high degree of financial acumen and able to work comprehensively with spreadsheets, forecasts and budgeting packages
  • Possess excellent organizational and administrative skills
  • Approachable, open minded and fair; must possess the ability to communicate effectively within various levels of colleague and managers throughout the hotel
  • Must be able to work in a team and independently on occasions
  • Ability to lift up to 20lbs
  • Ability to walk/stand for extended periods of time while on shift
  • Experience and expertise in developing and writing training materials
  • Must be computer proficient with expertise in Microsoft Office, Word, Excel, Power Point; MICROS and Info-Genesis
  • Excellent presentation skills


  • Prior Five Star and/or Five Diamond Experience Preferred
  • Prior Union Experience Strongly Preferred
  • Project management with Room and/or Hotel renovations
  • Multi-lingual skills are preferred
  • Prior experience with FLHSS&E standards is favored

Working with us means…

We are dedicated to delighting our guests and colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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