Responsibilities

• 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 Jumeira, 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.
• To carry out any additional duties requested by management, related to hotel operational activities.
• Inspect, check and release hotel rooms for arrivals in accordance with set MO standards
• Inspect and monitor stayover rooms and vacant rooms in order to guarantee highest service standards at all time
• Be aware of any maintenance issues and report them accordingly in REX
• Have an overview of the daily occupancy, arrivals, departures, traces and important guests in house
• Create daily task sheets for room attendants with special projects and traces
• Ensure that sign in and out policy is followed
• Conduct daily briefings and trainings for room attendants
• Monitor stock in pantries and act accordingly if refill is needed
• Be aware of linen usage
• Coordinate with Front Office, Engineering and Housekeeping Coordinator at all times in order to guarantee timely released for arrivals
• Managing and overlook daily operation on assigned floors
• Be aware of any OOS/OOO rooms in your respective area
• Train, coach and motivate room attendants in order to achieve highest quality standards
• Be customer focused
• Always help the guests and anticipate their needs in advance
• Recognise preferences and communicate them accordingly
• Fulfil guest? needs or communicate them to the concerned department
• Follow all MOQA, LQE, LQA, Forbes, FLHSS&E standards at all times
• Respond to guest questions professionally, timely and with a smile
• Handle guest complaints in a polite and professional manner
• Take ownership of any guest complaints and follow up on the service recovery
• Meet with guests in order to meet their expectations and to gather preferences
• Provide guest assistance, direction and information as requested
• Ability to work a flexible schedule to include early mornings, late nights, weekends and holidays
• Well-groomed and articulate, professional appearance
• Guide and help colleagues to grow and develop themselves
• Teach and train staff on SOPs, safety and security and chemical usage
• Ensure that all reports, task sheets, etc., are filed accordingly