The Hotel

Mandarin Oriental, Hong Kong is the group's flagship hotel and an icon. Having delighted guests with award-winning service and impressive facilities since 1963, it is the much-loved address for those seeking an exclusive sanctuary in the heart of this exciting metropolis. Besides 447 luxurious guest rooms and suites, the hotel features a Club Lounge as well as an extensive SPA and wellness area. In addition to its 13 banqueting spaces, Mandarin Oriental, Hong Kong is home to nine highly individual bars and restaurants, including much-loved greats and two Michelin-star venues, offering guests a series of elevated dining experiences This legendary hotel is the epitome of contemporary luxury combined with Oriental heritage. We believe that our colleagues play an integral role in our success and are committed to providing a caring, motivating and rewarding working environment.

DUTIES AND RESPONSIBILITIES

Daily Duties

• Formulation and implementation of strategies related to the hotel’s daily operational needs, ensuring consistent guest services, colleague productivity, and safety while constantly striving for improvement.
• Execute all operational and strategic initiatives that have been discussed, providing feedback, guidance and alternatives.
• Assure quality, safety and overall maintenance of the hotel at all times.
• Development of lower and middle management executives through coaching, mentoring and general communication. To use the Balanced Score Card and other formats as tools for goals and target settings and to engage in feedback.
• To maintain strong guest relationships and engage proactively with patrons of the hotel, handle related correspondence with guests as required.
• To keep abreast of newest trends and innovations in the marketplace and be aware of competitors.

Working with operational Directors (Rooms, F&B, Kitchen, Engineering, IT, Security and Spa)

• To prepare, review and manage annual Budgets and CAPEX plans; analyse P&Ls and assist in implementing strategies to ensure overall revenue maximisation and cost management.
• To ensure a continuous focus and drive on all Quality parameters, in particular supporting local LQE initiatives.
• Actively support operational departments with guest and colleague engagement through strong presence in related areas.

Working with Director of Security and FLHSS & E related managers

• To orchestrate and direct the annual Safe & Sound Audit conducted by third parties engaged by MOHG.
• To chair the monthly Risk Management Committee meetings ensuring full compliance by all Departments.
• To grow and improve our sustainability and community involvement, as measured by the corporate standards and targets set
• To ensure that guests and colleagues are at all times in a consistently safe and secure environment
• Working with the Director of Engineering
• Establish and manage the annual CAPEX plan and budget. Will research and recommend best practices and equipment along with feasibility and implementation schedules as per corporate guidelines.
• Oversee the strategic direction of general projects related to the enhancement of the hotel. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project.
• Direct and ensure the success of the preventive maintenance programs of the hotel in all areas.
• Oversee the energy saving and related projects and work on corporate guidelines and initiatives provided in the sustainability policies.
• Ensure that the inventories of both fixed and current assets are in order.
• Initiate the formulation of guest complaint handling systems - improving the response and rectification process.
• Assist in orchestrating and directing the annual Elevator and Fire, Life and Health Safety Audit which is conducted by third party engaged by MOHG.

Working with Director of Finance 

• Support the Director of Finance in the preparation and implementation of the budget.
• Work with DOF to formulate, monitor and address gaps and opportunities in monthly forecasting
• Assist in formulation of Business Plan and budget process with ongoing governance of adherence to planning
• Responsible for formulating the rationalization of both the fixed and variable operational expenses. Ensure alignments with the financial objectives and forecasts.
• Work with the Director of Finance to initiate periodic training sessions on required topics and finance related processes and procedures/policies.
• Drive revenue and expense rationalization initiatives in all operational areas.
• Assist to conduct monthly departmental financial reviews.
• Ensuring all Managers understand the financial aspects of the hotel.

Support the General Manager and Director of Commercial Strategy in:

• The Development of Marketing Strategies for the Hotel.
• Work with DOCS and Dir of Revenue to maximize/optimize RevPAR
• Work with DOCS to formulate, monitor and address gaps and opportunities in monthly forecasting
• To translate and execute the strategies into operational excellence.
• To work with the Sales team to ensure a constant source of feedback and to improve the veracity and consistency of service.
• Support the acquisition of accounts and potential clients for event catering.
• Proactively work on creating promotions and new initiatives thereby giving the sales and marketing team's opportunities to sell.

Support the Director of Communications in:

• Public relations activities and assist engaging with journalist and other related parties.
• Create opportunities, promotions and happenings regularly to keep the hotel visible to customers
• Establishing advertising and promotional materials.

Support the Director of People & Culture in:

• People and Culture Strategy for recruitment and selection of colleagues.
• Career development programs for colleagues. the Deputy General Manager will act as the mentor and coach for the new and mid-level Managers, actively engaging them in projects and learning initiatives and will ensure that appraisals and feedback sessions are regularly done.
• Labour cost management is essential both in terms of quality of colleagues and payroll costs. Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.

Information Technology

• Working with Exco and the IT Department to ensure proactive approach towards systems, software and hardware.
• Involvement in ensuring training and optimum usage of technologies amongst the team.
• Supervise and the team in MOHG stipulates Technology Audits.

Health & Safety

• To be aware of and comply with safe working practices as per the relevant procedures and guidelines applicable to the place of work. This will include your awareness of any specific hazards at the work place.
• To be aware of and comply with all licence related matters.
• To report any defects in the building, plant or equipment according to the Hotel procedures.
• To ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.
• To attend and oversee the statutory fire training and all other related Business Continuity Plan simulations as stipulated in the respective guidelines.
• Fully conversant with and abide by all rules concerning, fire, health & safety.
• To annual reviews all related FLHSSE related documents and direct changes as needed

Any other reasonable request as required by the General Manager as appropriate for this position and to comply with all the MOHG policies and procedures