Manager, Operations, Rooms

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 Hotel Group is headquartered in Hong Kong and manages a global portfolio of luxury hotels, resorts and residences. Our Group Operations team in Hong Kong supports every Mandarin Oriental hotel, setting the standards, systems and service practices that guests experience at the front of house.

About the job

Based at the Mandarin Oriental Hotel Group Corporate Office within the Group Operations Department in Hong Kong, the Manager, Operations, Rooms is responsible for Front Office operational standards (including Concierge, Bell/Door and Guest Relations) and for the front of house systems and projects used across all Mandarin Oriental hotels. The Manager, Operations, Rooms reports to the Senior Manager, Operations, Rooms.

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

• Share new Rooms Operations strategies and initiatives with hotels, together with the Senior Manager, and support their implementation.
• Lead Rooms Operations support for hotel pre-openings when assigned, including process flow reviews, SOP adoption and on-site visits.
• Manage the rollout and day-to-day queries of operational systems such as Ask Away, concierge applications and mobile solutions, including vendor relationships and the development roadmap.
• Review, update and create Rooms Operations materials such as SOPs, manuals, guidelines, OS&E and best practices.
• Monitor front of house LQE and benchmarking standards and performance, and work with the Service Excellence team on plans for improvement.
• Run regional calls with Front Office Managers and Chief Concierges to share insights and best practices, and keep a talent pipeline of colleagues for transfers and promotions.

As Manager, Operations, Rooms, we expect from you:

• At least three years' on-property experience in a Front of House department.
• Working knowledge of Mandarin Oriental Rooms systems, or the ability to learn them quickly.
• The ability to write excellent quality SOPs and operational guidelines.
• Fluent English and proficiency with common computer programs.
• Strong communication and coaching skills for working with hotel front of house leaders and system vendors.
• An undergraduate degree is preferred.

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.
• Health & 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.
• A competitive salary and benefits package

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