Assistant Manager / Manager, Operations, Rooms

MOHG Forever Fans; Hong Kong; On-site; HKD 424,000 - 725,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

Retirement Plans

Competitive salary and benefits

Job summary

Mandarin Oriental Hotel Group in Hong Kong is seeking an Assistant Manager / Manager, Operations, Rooms to support Front Office standards and front-of-house systems across its global hotels.

The role is open at Assistant Manager or Manager level, determined by experience. You will lead Rooms Operations activities for pre-openings, contribute to SOP adoption, and manage regional communications with Front Office Leaders and vendors.

Qualifications

• At least three years' on-property experience in a Front of House department.
• Ability to learn Mandarin Oriental Rooms systems quickly.
• Ability to produce high-quality SOPs and manuals.
• Fluent English and proficient with common computer programs.
• Effective communication and coaching with hotel leaders, stakeholders and vendors.

Responsibilities

• Support communication and implementation of new Rooms Operations strategies across hotels.
• Lead Rooms Operations activities for hotel pre-openings, including process reviews and SOP adoption.
• Manage rollout and queries of operational systems and vendor relationships.
• Review and create Rooms Operations materials such as SOPs and guidelines.
• Monitor front of house standards and coordinate with Service Excellence for improvements.
• Coordinate regional calls to share insights and support talent transfers.

Skills

Front of House experience

SOP writing

Communication skills

English fluency

Vendor management

Education

Undergraduate degree

Tools

Ask Away

Concierge apps

MS Office

Job description

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 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 Hotel Group is headquartered in Hong Kong and manages a global portfolio of luxury hotels, resorts and residences. Our Group Operations team in Hong Kong supports every Mandarin Oriental hotel, setting the standards, systems and service practices that guests experience at the front of house.

About the job

Based at the Mandarin Oriental Hotel Group Corporate Office within the Group Rooms Department in Hong Kong, the Assistant Manager / Manager, Operations, Rooms supports Front Office operational standards, including Concierge, Bell/Door and Guest Relations, as well as the front of house systems and projects used across Mandarin Oriental hotels globally.

This opportunity is open at either Assistant Manager or Manager level. The level of appointment will be determined based on the successful candidate's experience, capabilities and alignment with the scope of the role. The position reports to the Senior Manager, Operations, Rooms.

As Assistant Manager / Manager, Operations, Rooms, you will be responsible for the following duties:

• Support the communication and implementation of new Rooms Operations strategies and initiatives across hotels, working closely with the Senior Manager.
• Support and, depending on experience, lead Rooms Operations activities for hotel pre-openings, including process flow reviews, SOP adoption and on-site visits.
• Manage the rollout and day-to-day queries of operational systems such as Ask Away, concierge applications and mobile solutions, including vendor relationships and development roadmaps.
• Review, update and create Rooms Operations materials such as SOPs, manuals, guidelines, OS&E and best practices.
• Monitor front of house LQE and benchmarking standards and performance, working with the Service Excellence team on opportunities and plans for improvement.
• Coordinate and facilitate regional calls with Front Office Managers and Chief Concierges to share insights and best practices, and support the development of a talent pipeline for transfers and promotions.

As Assistant Manager / Manager, Operations, Rooms, we expect from you:

• At least three years' on-property experience within a Front of House department.
• Working knowledge of Mandarin Oriental Rooms systems, or the ability to learn them quickly.
• The ability to produce high-quality SOPs, operational guidelines and related materials.
• Fluent English and proficiency with common computer programs.
• Effective communication and coaching skills, with the ability to work with hotel front of house leaders, corporate stakeholders and system vendors.
• An undergraduate degree is preferred.
• Candidates may be considered at Assistant Manager or Manager level depending on the depth and relevance of their experience.

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.
• 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.
• 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.
• A competitive salary and benefits package.

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