The Company:

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most prestigious hotels and resorts. The Group now operates or has under development over 40 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel:

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 32 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. The hotel features a fine-dining restaurant, Seta and a bar-bistro, Mandarin Garden + Bistrot where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. In addition, the hotel has two versatile function rooms that benefit from natural daylight.

Strategic Intent

It is the mission and intent of this position that the incumbent will provide the highest level of customer service to all guests, to ensure the guest experience is one that is beyond the expectations of the guest and aligned with our Legendary Quality Experiences (LQE).

Scope of Position

To provide back up for the Manager and Assistant Manager, take responsibility for supervising and coordinating the daily restaurant activities and maintaining the highest standard of service established by the hotel.

Duties and Supporting Responsibilities

Administration
• Must have excellent food and beverage knowledge
• Must be able to coordinate the work and duties of the restaurant staff
• Must be familiar with all cashiering procedures
• Must be capable of handling all relevant equipment
• Attend daily meetings
• Attend all mandatory training sessions arranged by MO
• Monitor and supervise small VIP/private dining functions that are not handled by banqueting
• Ensure correct quality, presentation and delivery of all dishes and drinks
• Perform all administrative tasks designated to him/her by management

Human Resources/ Colleagues

• Supervise F&B service by directing, correcting and supporting their subordinates
• Ensure that the restaurant is adequately staffed during their shift and to notify their superior of any shortages

Guest Service

• Taking reservations accurately where necessary while keeping track of guests preferences
• Greeting and seating guests according to MO standards
• Presenting the menu correctly to each guest
• Taking orders from all guests in line with restaurant policy
• Offering suggested up-selling based on outlet policy
• Serving food and beverages according to MO standards
• Presenting the bill
• Ensuring guest satisfaction
• Handling special requests from guests and VIPs
• Handling guest complaints
• Bidding guests farewell
• Anticipating the guests’ needs

Health and Safety

• Be aware of, and comply with local and relevant Food Acts.
• Wear any appropriate protective clothing provided by or recommended by the Hotel.
• Report any defects in the building, plant or equipment according to the Hotel procedures.
• Ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.
• Attend all statutory fire training and to be fully conversant with and abide by all rules concerning, fire, health & safety.
• Be aware of Fire safety plans
• Adhere to Safe & Sound procedures regarding Health & safety
• Adhere to Safe & Sound procedures regarding HACCP standards
• Attend any training deemed appropriate by your Head of Department

Requirements

• Have a minimum of 5 years experience in a luxury establishment
• Have a keen interest in food and the culinary ambitions of the establishment.
• Willing to work a flexible schedule and holidays.
• Work in a safe, prudent and organized manner
• Have an in-depth knowledge of food and preparation
• Have an excellent knowledge of wine and beverages
• Be able to relate to all levels of guests and management
• Have the ability to handle multiple tasks at one time
• Have excellent communication and organization skills
• Reading, writing and oral proficiency in the local language mandatory
• Reading, writing and oral proficiency in the English language

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