Responsibilities

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations, and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental Jumeira, Dubai Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental Jumeira, Dubai has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities
• Satisfies the needs of the clients whilst optimizing hotel revenue through strategic yield management and up selling of hotel facilities and services.
• Achieve monthly budget goals and new business targets for Catering and Events
• Follow-up leads provided by Global Channel sales team
• Works closely with Banqueting Operations team to ensure customer satisfaction and return business.
• Sends all correspondence to clients regarding banquet events, such as proposals, confirmations, contracts and amendments.
• Works closely with Sales Manager – Groups to ensure groups file handover is done accurately and on timely manner
• Sends all information through BEO (Banquet Event Order) and Group Resume to Hotel Operational teams for upcoming Events and Groups schedule to take place in Hotel
• Conducts site inspections, client entertainment and familiarization visits.
• Establishes and maintains files of major accounts and bookings and ensures all maintained in the accounts management system.
• Establishes parameters, quotes, and negotiates prices with customers for catering business.
• Ensures that selling strategies are adhered to during negotiations and maximizes up selling opportunities whenever possible.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply, and demand and knows how to sell against them.
• Ensures all requests are handled in the time frame set by the company.
• Ensures that the information and information security equipment assets are secured as effectively as practically possible to ensure the confidentiality, integrity and availability of the information assets.
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow share of the account.
• Builds strong relationships with customers, guests and colleagues in order to gain full understanding of their needs and work to serve them effectively
• Sets a positive example for Sales, Reservations and Conference Sales colleagues.
• Handles guest complaints and disputes.
• Meets with guests during pre- and post-convention meetings to obtain feedback on quality of product (e.g., rooms, meeting facilities and equipment, food and beverage), service levels, execution against contract, overall satisfaction and to ensure repeat business
• Gains understanding of the property’s primary target customer and service expectations, serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company
• Ensures an excellent working relationship with all colleagues within the hotel
• Utilizes all available on the job training tools for colleagues.
• Attends weekly BEO (Banquet Event Order) meeting with Operational team to communicate all new events and existing ones.
• Attends weekly and monthly department meetings and prepares account performance accordingly.
• Ensures all files are up to date with all latest booking information and all inputs in system are entered in compliance with company standards.
• Participates in Sales Call, Client Entertainment with Sales Department as required
• Joint Sales calls with team as required