Director of Operations

Mandarin Oriental Group; City of Westminster; On-site; GBP 120,000 - 170,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Wellbeing benefits

Retirement plans

Charity Day

Holiday entitlement up to 33 days

Employee assistance program

Job summary

Mandarin Oriental Mayfair, London is seeking a Director of Operations to join the Executive Committee, responsible for the full spectrum of hotel operations and strategic leadership across departments. You will drive guest satisfaction, uphold luxury service standards and lead multi-disciplinary teams to deliver exceptional results.

The role requires a strong track record in senior hotel operations, with emphasis on profitability, people leadership and stakeholder relationships within a luxury

Qualifications

• Significant senior leadership experience within a luxury hotel environment.
• Experience as a Hotel Manager, Director of Operations, Resident Manager or a comparable senior operational role.
• Strong understanding of luxury guest service excellence and operational best practices.
• Demonstrated success in leading large, multi-disciplinary teams.
• Strong commercial acumen with experience managing budgets, forecasting and operational performance.
• Exceptional people leadership, coaching and communication skills.
• The ability to build trusted relationships across all levels of the organisation.

Responsibilities

• Complete handling of overall operations at the hotel.
• Providing strategic leadership and direction across all operational departments, including Rooms Division, Housekeeping, RB&E, Security, Spa and other designated hotel operations.
• Driving exceptional guest satisfaction and ensure the consistent delivery of Mandarin Oriental service standards, alongside FLHSS, LQA and Forbes audits.
• Leading, coaching and inspiring department heads to achieve operational excellence and foster a culture of engagement and high performance.
• Partnering closely with the General Manager and Executive Committee to develop and execute business strategies.
• Analyzing operational and financial performance, implementing initiatives to improve productivity, profitability and service delivery.
• Ensuring effective labour management, budgeting and cost control while maintaining luxury service standards.
• Overseeing quality assurance programmes and ensure regulatory, health & safety and brand compliance requirements are met.
• Acting as a visible leadership presence throughout the hotel, building strong relationships with guests, colleagues and stakeholders.
• Leading hotel projects, change initiatives and operational improvements that enhance both the guest and colleague experience.
• Supporting succession planning and talent development initiatives, helping to build future hospitality leaders.

Skills

Senior leadership

Luxury hotel experience

Budgeting

Guest service excellence

People leadership

Stakeholder relations

Job description

Mandarin Oriental Mayfair, London is looking for a Director of Operations to join our Executive Committee.

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 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, 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.

Mandarin Oriental Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It’s another world; an oasis of calm in the heart of the city, with the most attentive service. A world that’s all about our guests.

As a Director of Operations at Mandarin Oriental Mayfair, you will be responsible for:

• Complete handling of overall operations at the hotel;

• Providing strategic leadership and direction across all operational departments, including Rooms Division, Housekeeping, RB&E, Security, Spa and other designated hotel operations;

• Driving exceptional guest satisfaction and ensure the consistent delivery of Mandarin Oriental service standards, alongside FLHSS, LQA and Forbes audits;

• Leading, coaching and inspiring department heads to achieve operational excellence and foster a culture of engagement and high performance;

• Partnering closely with the General Manager and Executive Committee to develop and execute business strategies;

• Analysing operational and financial performance, implementing initiatives to improve productivity, profitability and service delivery;

• Ensuring effective labour management, budgeting and cost control while maintaining luxury service standards;

• Overseeing quality assurance programmes and ensure regulatory, health & safety and brand compliance requirements are met;

• Acting as a visible leadership presence throughout the hotel, building strong relationships with guests, colleagues and stakeholders;

• Leading hotel projects, change initiatives and operational improvements that enhance both the guest and colleague experience;

• Supporting succession planning and talent development initiatives, helping to build future hospitality leaders.

We would love to hear from you If you have:

• Significant senior leadership experience within a luxury hotel environment.

• Experience as a Hotel Manager, Director of Operations, Resident Manager or a comparable senior operational role.

• A strong understanding of luxury guest service excellence and operational best practices.

• Demonstrated success in leading large, multi-disciplinary teams.

• Strong commercial acumen with experience managing budgets, forecasting and operational performance.

• Exceptional people leadership, coaching and communication skills.

• The ability to build trusted relationships across all levels of the organisation.

• A collaborative approach combined with strong decision-making capability.

• A passion for creating memorable guest experiences and developing high-performing teams.

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.

• 1 paid Charity Day per year to dedicate to a charity of your choice

• Increased holiday entitlement with Length of Service, up to 33 days off

• Access to Hospitality Action’s Employee Assistance Programme

Sustainability at Mandarin Oriental

Corporate responsibility values are deeply ingrained in Mandarin Oriental’s culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set by the Global Sustainable Tourism Council.

We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such assingle-use plastic elimination,ethical supply chain and procurement,community and colleague engagement,technology practicesandwaste reduction. We are committed to doing the right thing, every day.

Diversity & Inclusion

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long‑term success of our people, our business and the societies and economies in which we operate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.

Eligibility to work in the UK

Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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