Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. 

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

Kids Club Manager will be responsible for overseeing the daily operations of the Kids Clubs recreational facility. To create a safe, engaging environment where children can participate in a variety of activities and programs. Additionally, to lead a team of staff members, ensuring excellent customer service and adherence to all safety protocols.

Responsibilities

• Participate in the smooth running of the Kids Club department on a day-to-day basis to achieve the highest possible levels of guest satisfaction.
• Create new, unique and interesting activities that draw upon the best cultural, sporting or other offerings of the area in which the hotel is located.  Help make the Kids Club offering a point of competitive advantage for the hotel. Ensure outsourced service provides maintenance standards.
• To have a complete knowledge of the products and services offered by the hotel, and particularly all the Kids Club activities in the hotel.
• To lead the implementation of all health and safety codes and to take full and complete care of children.
• To effectively rota and plan for the colleague duty roster, ensuring it is recorded properly on the payroll system, before cut-off each month.
• Ensure the execution of the Kids Club activities programme.
• Ensure that all activities are performed in a safe environment using proper safety techniques.
• To regularly check stock of all OS&E and effectively request new items/equipment via our SCM purchasing system.
• To lead the learning and development of the Kids Club Attendants.
• To support FLHSS management and have a thorough understanding of all related process & procedure for the area.
• To be able to analyse and report on statistics related to usage, attendance, activities, events and to communicate this to department management in an effective manner.
• To innovate, design and lead full-scale events and seasonal activities for children.
• Make necessary adjustments to maintain top quality, fun filled and original programs for hotel guests and kids.
• Prepare and circulate clear information to guests of the events offered by the Hotel in conjunction with the Mandarin Oriental Jumeira, Dubai -Marketing/Front Office team.
• To ensure hazards and malfunctioning, improperly working equipment is reported in a timely manner to management/Engineering.
• Develop and maintain a strong working environment with the other departments.
• Ensure proper accounting procedures are followed when collecting of charging fees for the Kids Club
• Drive revenues for the department.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Guest Relations:

• Warmly engage and converse with guests while taking their food and beverage order and professionally provide the guest with suitable suggestions.
• Ensure customer satisfaction in accordance to the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible resolve them effectively and otherwise refer to the manager in charge.

Skills, Experience and Qualifications

• Minimum 3 years’ experience working in a Management position with children in a hotel or resort
• Must be fluent in English both written and verbal
• Must be flexible and approachable with a firm grasp of emotional intelligence techniques
• Must possess strong communication skills towards colleagues and guests
• Computer literate and competent in the use of Microsoft office apps/Outlook email
• CPR and Paediatric First Aid qualification a must

Communication and Language skills

• Ability to understand effective approaches of communication with different individuals.
• Able to communicate clearly with colleagues and guests.
• Very good verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.

Behavioral Skills

•  Mature and bubbly, outgoing personality with excellent interpersonal skills
• Ability to understand guest needs and expectations and to deliver superior customer service
• With strong leadership skills and works well with pressure