Project Manager Service and Opening Excellence

Mandarin Oriental Hotel Group Limited; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Project Manager for Service and Opening Excellence to enhance their hotel opening processes. This role involves leading cross-functional collaborations, tracking project milestones, and ensuring the execution of best practices for seamless openings. The ideal candidate will thrive in a dynamic environment, contributing to the continuous improvement of operations while fostering a culture of learning and development. Join a team that values integrity, respect, and a growth mindset, and experience the luxury of working with one of the world's most prestigious hotel groups.

Benefits

Learning & Development Programs

Complimentary Hotel Stays

Health Benefits

Retirement Plans

Qualifications

• Proven experience in project management, particularly in hospitality or service sectors.
• Strong ability to coordinate and lead cross-functional teams effectively.

Responsibilities

• Lead hotel opening process improvements and ensure timely execution of initiatives.
• Organize knowledge-sharing workshops and maintain documentation for opening teams.

Skills

Project Management

Cross-functional Collaboration

Process Improvement

Documentation Skills

Presentation Skills

Education

Bachelor's Degree

Project Management Certification

Tools

SmartSheet

Job description

Mandarin Oriental is looking for a Project Manager Service and Opening Excellence to join our team.

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.

About the job

Based at the Mandarin Oriental corporate office in London, the Project Manager Service and Opening Excellence is responsible for leading the focus on opening excellence by driving the execution of opening process improvements, ensuring structured process governance, and enabling seamless collaboration across functions.

As Project Manager Service and Opening Excellence, you will be responsible for the following duties:

Govern Opening Process Excellence

1. Track and drive the execution of hotel opening process initiatives by coordinating cross-functional collaboration, ensuring timely milestones, and tracking deliverables.
2. Act as PMO for opening excellence initiatives, monitoring progress, flagging risks, de-bottlenecking, and ensuring accountability across teams.
3. Prepare leadership presentation materials for initiative status updates, steering committee reviews, and governance discussions.
4. Maintain and update documentation, including development of standardised opening playbook, process frameworks, and best practices to support continuous improvement and future openings.
5. Develop and maintain post-mortem review framework, track and publish post-mortem reviews for cross-project knowledge transfer.

Monitor and Support Ongoing Openings

1. Organise and facilitate knowledge-sharing workshops, ensuring key learnings from past openings are captured and shared across properties.
2. Provide structured documentation support for opening teams, maintaining accessibility to key resources, templates, and governance materials.
3. Oversee that the critical path and opening status are accurately reflected in the SmartSheet portal, providing support to teams as needed to ensure updates are timely and accurate.
4. Track and consolidate property-level opening challenges, attend steering committee meetings and ensure timely escalation to the Opening Excellence leader and corporate stakeholders.
5. Support follow-ups on action items from governance meetings, ensuring alignment and accountability across functions.

Additionally, the Project Manager will provide general support to the leader as needed, contributing to broader strategic initiatives and continuous refinement of the hotel opening process.

Our commitment to you

1. 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.
2. 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.
3. Health & 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.
4. 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.

We’re Fans. Are you?