Mandarin Oriental is looking for an Operations Associate to join our Exceptional Homes team at the London Corporate Office.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the job

Based at the Mandarin Oriental Corporate Office within the Exceptional Homes Team in London, the Operations Associate is responsible for overseeing and managing the back-of-house operations of a luxury villa rental portfolio. This role will ensure efficient operations, manage property OS&E (Operating Supplies & Equipment) stock levels, logistics and perform necessary administrative tasks. The ideal candidate will be detail-oriented, proactive, and capable of maintaining high operational standards in a luxury environment. The ideal candidate will have experience working within luxury hospitality with a deep understanding of all aspects of luxury villa/chalet operations.

As an Operations Associate, you will be responsible for: 

• Back-of-House Operations Management:

  • Provide administrative support to the operations team and assist with day-to-day operations.

  • Attend daily calls and meetings, keep track of the outstanding tasks and assignments, and follow up with relevant teams and colleagues promptly.

  • Proactively follow up on various outstanding tasks/issues.

  • Assist with preparing high quality presentations for homeowners, corporate office & operations team.

  • Ensure smooth and efficient operations behind the scenes, focusing on inventory management, supplies, and maintenance schedules.

  • Coordinate with property teams to ensure seamless operations.

  • Alongside the operations team, oversee the setup and readiness of villas for guest arrivals, ensuring each property meets the company’s luxury standards.

  • Assist with preparing training materials, arranging the staff training for new teams, and refreshing training for existing teams

• Property OS&E Management & Logistics:

  • Maintain accurate records of OS&E stock levels for all properties in the portfolio (e.g., linens, toiletries, etc.).

  • Regularly monitor and replenish stock, ensuring all properties have the necessary supplies for a high-end guest experience.

  • Liaise with suppliers to ensure timely delivery of goods and negotiate pricing and contracts when necessary.

  • Conduct regular audits of OS&E inventory to ensure items are in good condition and stock levels are aligned with demand.

• Property Checklists & Compliance:

  • Develop, maintain, and update detailed property checklists, covering all areas of the villa including cleanliness, maintenance, guest amenities, and safety.

  • Perform inspections to ensure that all properties meet quality standards.

• Vendor and Supplier Relationship Management:

  • Establish and maintain relationships with vendors, suppliers, and service providers (e.g., Luxury amenities, couriers, linen suppliers).

  • Assist with the purchasing and logistics of sending branded amenities to all properties, liaising with suppliers, warehouses, customs and property teams

  • Regularly evaluate vendor performance and manage the procurement of goods/services for all villas.

• Guest Experience Support:

  • Assist the Guest Experience Manager to ensure that all guest requests or special requirements are fulfilled in a timely manner.

  • Assist in the preparation of villas for guest arrivals, ensuring each property is stocked and serviced according to guest preferences.

  • Assist the Operations team with dealing with any issues that arise during the peak rental season

  • Assist the Guest Experience Manager in handling concierge requests and preparing client-facing itineraries

• Reporting and Documentation:

  • Ensure property information, health & safety audit, and inventory checklists for all properties are complete and up to date. Follow up with relevant teams and property managers/owners on outstanding matters

  • Generate reports on stock levels, replenishment needs, and operational performance for upper management.

As an Operations Associate, we expect from you:

• A degree in hospitality management, business, or a related field is preferred.
• Minimum 3 years of experience in operations, hospitality management, or property management, ideally within the luxury sector.
• Experience in managing inventory, property checklists, and back-of-house operations in a high-end environment is highly desirable.
• Strong organizational and time-management skills, with the ability to prioritize tasks efficiently.
• Excellent attention to detail and ability to maintain high operational standards.
• Strong communication skills, both written and verbal, to liaise effectively with property teams, guests, and management.
• Ability to work independently and handle multiple tasks under pressure.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• A proactive, problem-solving attitude with a focus on improving operational processes.
• Ability to adapt quickly in a fast-paced, luxury hospitality environment.
• Strong interpersonal skills and the ability to collaborate with diverse teams and stakeholders.
• High level of professionalism and discretion, particularly in dealing with sensitive or confidential information.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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