Guest Experience

• Ensure all guests receive warm, personalized, and intuitive service in accordance with Mandarin Oriental's legendary service standards.
• Create memorable poolside experiences by anticipating guest needs and exceeding expectations whenever possible.
• Build positive relationships with guests, recognizing repeat guests and their preferences.
• Address guest feedback, concerns, and service recovery situations promptly and professionally.
• Maintain a visible presence in the operation, interacting regularly with guests and colleagues.

Operational Excellence

• Oversee the daily operation of the Pool facility, ensuring seamless service delivery and exceptional standards at all times.
• Ensure all pool areas, including cabanas, sun loungers, service stations, and recreational facilities, are maintained in immaculate condition.
• Conduct regular inspections to ensure compliance with operational standards, cleanliness requirements, and maintenance expectations.
• Coordinate closely with Housekeeping, Engineering, Security, and other departments to ensure the smooth operation of the Pool.
• Monitor and maintain the quality, presentation, and availability of all guest amenities.

Leadership and Colleague Development

• Lead, coach, motivate, and inspire colleagues to achieve departmental goals and deliver exceptional guest experiences.
• Promote the Mandarin Oriental culture, values, and guiding principles through daily leadership practices.
• Conduct daily line-ups, departmental briefings, and operational meetings.
• Identify training and development opportunities and ensure continuous learning within the team.
• Participate in recruitment, onboarding, performance evaluations, coaching, and succession planning initiatives.
• Foster a positive, inclusive, and engaging work environment that encourages teamwork and accountability.

Health, Safety, and Risk Management

• Ensure full compliance with all local health, safety, sanitation, and licensing requirements.
• Maintain a safe environment for guests and colleagues through regular monitoring of pool operations and facilities.
• Ensure emergency procedures and incident response protocols are understood and implemented by all colleagues.
• Monitor the proper handling and storage of pool chemicals, equipment, and operational supplies.
• Investigate and document accidents, incidents, and guest concerns in accordance with company procedures.

Financial Management

• Assist in preparing and managing the annual operating budget for the Pool.
• Monitor departmental expenses, labor productivity, and operating costs to achieve financial objectives.
• Manage staffing levels in line with business needs and service standards.
• Control inventory, supplies, and equipment to minimize waste and maximize efficiency.
• Support revenue-generating initiatives and promotional activities designed to enhance the guest experience and departmental performance.

Quality and Brand Standards

• Ensure compliance with all Mandarin Oriental policies, procedures, and brand standards.
• Continuously evaluate and improve service delivery and operational processes.
• Drive Forbes Travel Guide, LQA, and Mandarin Oriental quality standards within the department.
• Promote innovation and best practices that enhance both guest satisfaction and operational efficiency.
• Champion sustainability initiatives and environmentally responsible practices within the operation.

Qualifications & Experience

• Bachelor's Degree in Hospitality Management, Hotel and Restaurant Management, Business Administration, or a related discipline preferred.
• Minimum three (3) years' experience in a leadership role within Pool Operations, Recreation, Food & Beverage, or a related hospitality environment.
• Previous experience within a luxury hotel, resort, or internationally recognized hospitality brand preferred.
• Experience leading multidisciplinary teams in a high-volume guest-focused environment.
• Strong knowledge of luxury hospitality operations and guest service standards.
• Understanding of pool operations, recreational facility management, and safety procedures.
• Knowledge of budgeting, labor management, and inventory control.
• Proficient in Microsoft Office applications and hotel operating systems.