Intern - Service Excellence and Learning & Development ( Omani national )

Mandarin Oriental Group; Muscat; On-site; OMR 4,500 - 8,900; Part time

Job summary

Mandarin Oriental, Muscat is seeking an Intern in Service Excellence and L&D to join our People & Culture team. You will support learning initiatives, performance processes, and quality assurance across hotel operations.

The role emphasizes delivering training programmes, coordinating calendars, and maintaining training records to enhance guest and colleague experiences. Fluency in English and Arabic is valuable for this dynamic hospitality environment.

Qualifications

• Working proficiency in English and Arabic (verbal and written).
• Public speaking/presentation and business writing skills are required.
• Proficiency in MS Office applications (Word, Excel, Outlook, PowerPoint).
• Ability to adapt to a dynamic hotel environment and collaborate with teams.

Responsibilities

• Support the Director of SE and L&D in communicating MOHG culture and learning initiatives.
• Assist with Performance Management processes and succession planning.
• Support Quality Assurance processes within the hotel as required.
• Maintain hotel training records and compile monthly hotel training calendars.
• Deliver MOHG L&D programmes across various levels as needed.

Skills

English language proficiency

Arabic language proficiency

Public speaking

Team collaboration

Tools

MS Office

Job description

Mandarin Oriental, Muscat is looking for an Intern - Service Excellence and L&D to join our People & Culture 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, Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

About The Role

The Intern – SE and L&D is responsible for actively contributing to the overall Hotel Learning & Development, Performance Management and Quality Assurance: including operation and non-operation line colleagues, supervisors, managers, Department Heads and Executive Committee and focusing on delighting our guests and colleagues.

Key Responsibilities

• . To assist the Director of SE and L&D in communicating and engaging all colleagues in MOHG culture, its mission, guiding principles and LQEs, by planning and managing the hotel Learning & Developing function.
• . To assist with administering the Performance Management process and cycle, and Succession Planning
• · To support the Quality Assurance processes within the hotel as required
• · To communicate and maintain the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the support of the Director of SE and L&D and the broader management team:
• o MOve In Orientation
• o Departmental Training
• o Off-Job/Classroom Training Programs
• o L&D Administration and Resources
• o Other Service Excellence and L&D initiatives appropriate to the role
• . To assist in preparing a monthly Hotel Training Calendar and distribute it accordingly, ensuring all colleagues have access to it and are aware of the scheduled L&D activities.
• · To assist in arranging resources for training to be conducted throughout the hotel (i.e. providing a first-class training environment emulating our guests meeting environment)
• · To assist in delivering MOHG L&D programmes across various levels of colleagues appropriate to the role.
• · To assist in designing, delivering, and arranging training programmes to address specific training needs.
• · To maximise learning by providing a creative, fun and exciting environment in delivering MOHG and locally designed L&D programmes.
• · To administer the Learning Coach/Departmental Trainers program, including assisting in monitoring departmental L&D activities.
• · To promote consistency of Departmental Training by focusing on LQE, Eleven Pillars and the Mission Statement
• · To keep hotel colleagues’ training records by maintaining a hotel training data base and managing internal and external training documentation within the property, to be able to report on status of training for each colleague within the hotel
• · To prepare the Hotel Monthly L&D report and communicate it to the hotel management as well as to the corporate MOHG L&D team.
• · To work with the third party training providers to coordinate external training requirements
• · To assist in administering Management Trainee/Rising Fans Programmes, liaising with respective departments in accordance with Company Policies and Procedures
• · To support the hotel quality assurance programme by helping to administer and/or facilitate meetings and internal inspections
• · To participate in Corporate initiatives, such as the L&D train the Trainer workshop, LQE Workshops, pre-openings, and the Cultural Exchange Ambassador programme
• · To support the development and piloting of new MOHG L&D programmes
• · To support hotel openings as Cultural Exchange Ambassador and lead cross-exposure/MOve In for other L&D Managers within the region where required
• · To assist the Hotel FLHSS&E Champion with the implementation of all legally required FLHSS&E related training programmes and ensure proper attendance and recording
• · To assist with other People & Culture functions as needed.

About You

Working proficiency in English and Arabic (verbal and written), including public speaking/presentation and business writing skills

Proficiency in MS Office application (Word, Excel, Outlook, and Power Point at the minimum)

Ability to adapt to a dynamic working environment

Experience in hospitality industry, luxury retail or customer service is an advantage

Fluency in another major international language is an advantage

Proficiency in Copilot AI is an advantage

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.

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