Hotel Manager

Mandarin Oriental Hotel Group Limited; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Colleague Wellness

EPF contributions

SOCSO & EIS

Public holidays

Engagement activities

Job summary

Mandarin Oriental, Kuala Lumpur seeks a Hotel Manager to join the executive team and lead day-to-day hotel operations to deliver exceptional guest experiences and strong profitability. You will deputize for the General Manager and guide operational teams with integrity and a growth mindset.

The role covers leadership across Rooms, Food & Beverage, Guest Services, Housekeeping, Engineering, and Security in a luxury environment, reporting to the General Manager.

Qualifications

• Minimum 8 to 10 years of progressive experience in hotel operations, with significant leadership or senior management capacity.
• Degree or Diploma in Business Administration or Hotel Management or a related discipline.
• Previous experience in a luxury or upscale hotel environment in a senior operational role is preferred.

Responsibilities

• Monitor and review operating criteria to prioritise customer care and service across hotel colleagues.
• Review guest complaints and take appropriate action.
• Manage guests’ correspondence and communications.
• Investigate guest complaints and report to the General Manager with actions taken.
• Maintain high visibility with guests and staff; be present in public areas at peak times.
• Raise and address staff needs or problems with the General Manager.

Skills

Leadership

Operations management

Guest service

Communication

Education

Degree in Business Administration or Hotel Management

Job description

HOTEL MANAGER

Mandarin Oriental, Kuala Lumpur is looking for a Hotel Manager to join our Executive 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 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, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall.

About the job

Based at the Mandarin Oriental, Kuala Lumpur / within the hotel in Kuala Lumpur, the Hotel Manager deputizes for the General Manager and is responsible for the effective day-to-day operation of the hotel. The role provides leadership and direction to operational teams to ensure exceptional guest experiences, colleague engagement, operational efficiency, and profitability. The Hotel Manager reports to the General Manager.

As Hotel Manager, you will be responsible for the following duties:

• Monitor and review operating criteria constantly and develop continuously the awareness that customer care and service care are the highest priorities for all hotel colleagues.
• Review all guest complaints with action taken and/or any action to be taken.
• To action and manage guests’ correspondences.
• Investigate thoroughly all guest complaints and report to the General Manager with action taken and/or any action to be taken. Action and manage guest correspondence.
• Maintain high visibility and involvement with customers. Greet guests, 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 staff

As Hotel Manager, we expect from you

• Minimum 8 to 10 years of progressive experience in hotel operations, with significant experience in a leadership or senior management capacity.
• Degree or Diploma in Business Administration or Hotel Management or a related discipline.
• Previous experience as a Hotel Manager, Director of Operations, Executive Assistant Manager, or equivalent senior operational position within a luxury or upscale hotel environment is preferred.
• Strong operational knowledge across key hotel functions, particularly Rooms, Food & Beverage, Guest Services, Housekeeping, Engineering, Security, and other operational areas.
• Proven experience in managing hotel financial performance, including budgets, operating costs, productivity, and profitability.

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.
• EPF (Employees Provident Fund) contributions (higher than the norm)
• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)
• Public holiday entitlement based on Malaysian calendar
• Exceptional rest area & colleagues engagement activities.

We’re Fans. Are you?