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 Downtown, Dubai

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

Ensures comprehensive and complete coverage of own sales portfolio, covering all levels of accounts and all revenue streams within the account for a comprehensive client servicing, achieving targets and maximum productivity. Manages activities related to the sales functions with a focus on building long-term, value-based customer relationships that enable achievement of property sales objectives. Achieves personal booking goals and makes recommendations on booking goals.  Track record in exceeding targets with the ability to identify, implement and execute sales strategies and account plans

Responsibilities

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental Downtown, Dubai Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
  • On The Job trainers and trainings.
  • Group Training Technique trainers and trainings.
  • Update and maintain a complete Training Matrix for your department.
• 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 Downtown, Dubai 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.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities

• To acquire, develop and manage local & international corporate business, government, MICE & leisure accounts.
• Ensures maximum acceptance in RFPs.
• To acquire, develop and manage business travel agent accounts (BTA) according to the set business mix strategy.
• To constantly monitor the market and the competition and report on threats and opportunities.

• To provide accurate and timely reporting on segment and account production and propose tactics and strategies to improve revenue or avoid shortfall.
• Implements and executes all sales objectives and action plans to reach and exceed targets set.
• Quotes and negotiates prices with customers for transient, long stay and group business with established parameters.
• Establishes and maintains files of major accounts and ensures maintenance of the accounts in the management system.

• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand and knows how to sell against them.
• Ensures that selling strategies are adhered to during negotiations and maximizes upselling opportunities whenever possible.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution.
• Cross sells brand across MOHG portfolio through MObilise programme.

• Ensures all requests are handled in the time frame set by the company.
• Attends weekly and monthly department meetings and prepares account performance accordingly and contributes with market and customer feedback.
• Covers accounts when required by Department Head.
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.

• Services our customers in order to grow share of the account.
• Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively
• Sets a positive example for Sales, Reservations and Conference Sales teams.
• Handles guest complaints and disputes.
• Ensures an excellent working relationship with all colleagues within the hotel

• Utilizes all available on the job training tools for colleagues.
• Conducts sites visits as required by hotel operation
• Participates in Client Entertainment with Sales Department as required
• Joint Sales calls with team as required

Skills & Qualifications

• Senior school qualifications
• Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management
• Minimum 2 years of experience working in a 5-star hotel environment within Sales and Banqueting with proven records of closing sales.
• Previous experience in the GCC an advantage.
• Experience in representing hotel at trade shows and sales missions.
• Must be excellent in using computer and well versed in all computer applications.
• Mature and outgoing with excellent interpersonal skills for both external and internal customers.
• Ability to work under pressure and on own initiative.
• Effectively develop, implement, monitor and control strategies and goals.
• Positive attitude and good communicator.
• Ability to plan and organize workload.
• Effective time management, communication and presentation skills.
• Flexibility to respond to a range of different work situations.
• Able to solve problems.
• Commitment to delivering high standards of customer service.
• Fluent in English.