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 combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

The Supervisor is responsible for, but not limited to, supervising the service in the dining venue. To provide back up for the Assistant Restaurant Manager, take responsibility for supervising and coordinating the daily banqueting activities and maintaining the highest standard of service established by the hotel.

Responsibilities

1. 1. General:

• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• To carry out any additional duties requested by management, related to hotel operational activities.

1. Departmental:

• Display full knowledge of food and beverage and dining venue offering.
• Ensure colleagues start and finish shifts at the correct time.
• Assist in setting up tables for all meal periods.
• Assist colleagues in setting up service stations according to MEP standards.
• Be familiar with all billing procedures.
• To handle all banqueting area relevant equipment.
• Attend daily meetings.
• Attend all mandatory training sessions arranged by MO.
• Ensure correct quality, presentation and delivery of all dishes and drinks.
• Perform all administrative tasks designated to him/her by management.

• Supervise F&B service by directing and supporting his/her subordinates
• Ensure that the restaurant area is adequately staffed during his/her shift and to notify his/her superior of any shortages.

• Identify and carry out any specific training and development needs among the team.

• Support company's philosophy and company culture through the use of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Support company's philosophy and company culture through the use of Guiding Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.

• Taking reservations accurately where necessary while keeping track of guest’s preferences.
• Greeting and seating guests according to MO standards.
• Presenting the menu correctly to each guest.
• Taking orders from all guests in line with event policy.
• Offering suggested up-selling based on outlet policy.
• Serving food and beverages according to MO standards.
• Assist colleagues in clearing plates and tables and ensuring general table maintenance throughout the meal.
• Presenting the bill and handle payment procedures.
• Ensure guest satisfaction at all times and proactively seek feedback.
• Handling special requests from guests and VIPs.
• Implement service recovery actions and follow up.
• Bidding guests farewell when leaving the venue.
• Anticipating the guests’ needs by keeping control of service flow and identify potential bottle necks.
• Ensure that hotel grooming and hygiene standards are being maintained, enhancing a professional image.
• Ensure that the environment of the outlet is being maintained to MO standards.

• Be aware of, and comply with, safe working practises as laid down under FLHSS. This will include your awareness of any specific hazards at your workplace.
• Be aware of and comply with local and relevant Food Hygiene Standards.
• 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.
• To be responsible for the Safe &Sound procedures followed by your peers.