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 a 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.

Oversee the operations of the hotel, and provide professional advisory and executive support to the General Manager.

Responsibilities

Assisting the General Manager

• To translate and execute strategies into operational excellence.
• To take responsibility for the hotel when the General Manager is not present.
• Effectively coordinate the Executive Office to ensure efficiency.
• Will provide input for the creation and implementation of promotional activities with all Divisions.

Working with Operational Division Heads

• To prepare, review, and manage annual Budgets and Capital Expenditure plans, Analyse Profit & Loss, and assist in implementing strategies to increase both rooms yield and RevPAR, thus ensuring overall revenue maximisation.
• To ensure there is a continuous focus and drive on all Quality Monitoring tools / Key Performance Indicators (KPI), including MOQA, LRA, LQE, and TrustYou.
• Constantly monitor and review operating criteria and continuously develop the awareness that customer and service care are the highest priorities for all colleagues.
• Thoroughly investigate all guest feedback and report to the General Manager with plans of action.
• Manage all guest correspondence; this must be acknowledged or answered within two days of being received.
• Maintain high visibility and involvement with customers; greet guests and be visible in public areas at peak times, lunch, and evening.
• Good personal contact with all staff is essential. Bring to the attention of the General Manager any potential problems or needs of any individuals or groups of colleagues.
• Continuously review ways of improving the standard processes in customer service.
• Check Food & Beverage outlets regularly during service hours, including kitchen and other back of house areas.
• Monitor and review merchandising presentations of all departments and make recommendations if necessary.
• Inspect facilities continuously. Inspect, at least weekly, floors and various rooms, suites, and apartments. Report to appropriate department heads any deficiencies and follow up to ensure corrective and preventative actions are taken.

Working with Division Heads/Department Heads on the Safe, Sound & Sustainable by Mandarin Oriental Processes

• To orchestrate and direct the annual Safe, Sound & Sustainable by Mandarin Oriental Audit.
• To chair the monthly Risk Management Committee meetings while ensuring full compliance by all Divisions.
• To grow and improve our sustainability efforts as per set targets.
• To ensure that guests and colleagues are constantly in an occupationally safe, healthy and secure environment.

Assuming Financial Responsibility

• Support the Director of Finance in the preparation and implementation of the budget.
• Provide assistance and professional input with the development of Profit Maximising Initiatives and revenue generating strategies.
• Responsible for the rationalization of both the fixed and variable operational expenses.
• Ensure alignment with the financial objectives and forecasts, as approved by the hotel owners.
• Work with the Director of Finance to initiate periodic financial training sessions for non-finance colleagues.
• Assist in conducting monthly departmental financial reviews.
• Ensure all managers have an understanding of the financial aspects of the hotel.

Supporting the Human Resources Department

• Active participation in Career Development programmes for colleagues.
• Act as the mentor and coach for managers by engaging them in projects and learning initiatives, and ensuring that appraisals and feedback sessions are regularly held.
• Offer assistance in analysing and planning labour costs to ensure operationally-effective colleagues and payroll costs.
• Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.

Skills & Qualifications

• Vocational Diploma in Hospitality / Hotel Management OR
• Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management
• Minimum 5 years of experience working in a 5-star hotel environment.
• Minimum 5 years hotel operations experience
• Minimum of 2 years experience as a Director of Operations, Resident Manager or Hotel Manager
• International experience with GCC and/or Dubai preferred
• Able to communicate fluently in English verbally and written
• Able to work with multicultural teams
• Able to communicate effectively and build professional relationships with the Executive Committee, guests and hotel colleagues.
• Strong business acumen
• Strategically minded
• Strong problem solving & decision making skills
• Exceptional customer focus
• Strong attention to detail

Mandarin Oriental