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. 

The Hotel

Mandarin Oriental, Muscat is an urban oasis located in the heart of Shatti Al-Qurum, the capital’s most prominent address. Perfectly positioned for exploring Muscat’s intriguing ancient architectural treasures and vibrant culture, guests can experience kind and generous Omani hospitality complemented by Mandarin Oriental’s legendary service, world-class spa retreats and distinct dining concepts.

Our Mission

We open the doors to rich Omani heritage, delighting every fan with our legendary service, whilst raising the bar.

Guiding Principles

1. Delighting our customers
2. Delighting our Colleagues
3. Becoming the Best
4. Working Together

5.      Acting with Responsibility

Scope of Position

Responsible for overall operation of the hotel, representing the hotel as a manager 24 hours a day and 7 days a week (shift rotation). Raise log entries for incidents involving guests, colleagues and property in the hotel and follow through. It is the intent of this position that the incumbent will take full responsibility for all aspects of the hotel operation. As a member of Emergency Response Team to respond to all Emergencies. Ensure that Fire, Life, Health, Safety and Security procedures are being followed.

Responsibilities

• Support and assist all Front Office sections.
• Ensure that all guests receive prompt, cordial attention and personal recognition and resolve related problems.
• Inform and co-ordinate with other operating departments e.g. Housekeeping, Engineering, Sales and Reservations, on Front Office matters which may concern them.
• Check all correspondence of the day’s arrivals to familiarize with arrived and arriving guests and their needs, follows up as required.
• Control room availability for walk-ins and establish accountability for guests’ departure dates and times.
• Follow up with Housekeeping for any unresolved room discrepancies.
• Maintain reservation procedures and same day arrivals.
• Check all arrivals folios, follow up on credit standing of walk-in guests and validity of account to company instructions.
• Check all billing instructions and guest credit for accuracy. Follow up and resolve related issues.
• Maintain appropriate standards of conduct, dress, uniforms, hygiene, appearance and posture for all departmental employees.
• Ensure that all departmental information is kept accurately and up to date.
• Promote in house sales and facilities to maximize hotel revenues.
• Understand and carry out duties in line with Hotel Emergency Procedures.
• Inspect Front and Heart of house for cleanliness, Health & Safety and reports any faults to concerned departments.
• Inspect guestrooms on a daily basis.
• Co-ordinate/Assist security personnel in all related matters.
• Respond promptly to any operational requests from Front Office and other hotel departments.
• Attend to referred and unsolved problematic situations.
• Co-ordinate and assist with accommodation and transportation of guests in overbooked situations.
• Completes VIP, delegations and group leaders welcome and farewell as appropriate.
• Conduct efficient hand-over during shift changes.
• Lead the hotel’s response in case of Business disruption or Emergency Response requirements in accordance with Mandarin Oriental, Muscat’s Business Continuity Programme.

Management

• To provide visual management presence around the hotel in public and BOH areas.
• To provide continuity of management in complaint handling. After direct contact with a guest an accurate account is to be recorded on the agreed system with relevant investigation and responses within 24 hours. Outcome and response must be circulated to the Senior Management (General Manager and / or Hotel Manager).
• Investigate complaints and address to the department concerned and respond to guest with an appropriate explanation and apology.
• To attend operational and scheduled meetings:

• Morning Meeting with Hotel Manager
• Emergency Response Team Briefings
• Front Office / Food and Beverage Briefings
• Evening Handover with Hotel Manager (if applicable)

• Use time effectively and efficiently to:

• Concentrate on more important priorities
• Get more job done in less time than others
• Attend a broader range of activities
• Make necessary decisions in a timely manner

• Ensure to comply with the Group’s social media Policy.
• Follow assigned work schedule covering 24 hours a day and 7 days a week alongside other Hotel Duty Managers as published by the Hotel Manager, including working Overnight when scheduled. All shifts will be on a rotation basis based on business needs.

Safe, Sound & Sustainable (FLHSS&E)

• To be trained and fully compliant as an active member of the Emergency Response Team (ERT).
• To provide continuity of management in Emergency Responses and Crisis Handling:

• Alleged Food Borne Illness
• Internal Bomb Threat
• External Bomb Threat
• Electricity Supply Failure Hotel
• Lift Failure
• Building Evacuation
• Fire Emergency
• Infectious Disease Response
• Medical Emergency Hotel
• Water Supply Failure Hotel
• Severe Weather Emergency
• Bed Bugs
• Death in Hotel
• Drowning Emergency
• Internal Flood
• External Flood
• IT & T System Failure
• Telecoms Failure
• Air Conditioning System failure
• Civil Commotion
• Active Shooter
• Building Management System Failure
• Robbery Hotel
• Biological Hazard
• Threat of Suicide
• Fire Alarm System Failure
• Gas Supply Failure
• Kidnapping / Hostage Taking
• Workplace violence
• Building Evacuation

• Support and adhere to all Policies & Procedures related to Safe, Sound and Sustainability.
• Uphold FLHSS&E procedures and report any issues to relevant Department Heads / Senior Management (General Manager / Hotel Manager) when observed.
• To safeguard the security of the company’s information and computing assets and comply with the implemented Information Security Policy and all practices and supporting procedures designed in accordance with the policy.
• Report any Information Security incidents to the Senior Management (General Manager and / or Hotel Manager).
• Co-ordinate with Security to any criminal act within the hotel or suspicious guests.
• Co-ordinate with Front Office & F&B cashiers to minimize bad debts, skippers, untraceable charges and allowances.
• If required, assist with:

• Handling Open Flame Devices
• House - Use and Complimentary Rooms
• Valuable Long - Term Storage  
• Room Safety Deposit Box Opening
• Vacant and Out of Order Rooms Physical Check
• Police Investigation
• Guest Lockout
• Near Misses / Accidents / Incidents Reporting and Investigation
• Handling Special Needs Guests
• Inspections by Government Officials 

• Conduct internal FLHSS&E audits to ensure that hotel maintains standards at all time.

Guest Satisfaction

• Ensure that the hotel is operating to the highest standards by checking departments, floors and rooms on regular basis. Any negatives or errors must be reported to the relevant department and follow-up actioned.
• Check all public areas for any irregularities and cleanliness.
• Check on the working condition of elevators, lobby lights, air conditioning, in-house music and another hotel systems and equipment.
• Ensure that all rooms are ready for sale in the proper condition.
• Inspect VIPs arrival rooms with appropriate amenities set up.
• To meet and greet all VIP guests upon their arrival.
• Co-ordinate with Housekeeping / Food and Beverage on any special requests for VIPs.
• To develop excellent relations with all guests.
• Record guest feedback in assigned system and ensure guest profiles and history are maintained and accurate.
• Handle investigations of guest feedback as and when required.
• To be fully conversant with the days’ events and respond promptly to the service needs of guests.
• Check daily event order and ensure that the necessary signboards and arrangements are done.
• To ensure that an accurate DM log, providing a written log of the day’s events, is maintained to reported to Hotel Manager / Executive Team and relevant Department Heads.
• Co-ordinate with Housekeeping / Security the handling of high value Lost & Found items.   
• Make every effort to ensure that guests of the hotel are made as comfortable and content as possible.

Quality

• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars.
• Ensure LQE’s are delivered and a smooth and successful operation is carried out in all operational areas daily.
• Uphold grooming standards throughout the hotel, leading by example with impeccable grooming at all times.
• Responsible for overall cleanliness of the hotel.
• Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and use it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.
• Focus on continual improvement throughout the hotel, driving increase in formal guest measurement tools.
• Recommend improvements in hotel operations where there are opportunities for improving service, increase revenue, etc.
• Conduct internal audits for LQE’s and Forbes to assess hotel quality standards.