Rooms Division Manager

Mandarin Oriental, Doha, is an intimate and stylish urban retreat blending Qatari-influenced heritage with modern design. It is located in the heart of Msheireb Downtown Doha, within walking distance of Souq Waqif, the Museum of Islamic Art, and the business district, West Bay.

At Mandarin Oriental, Doha, we welcome colleagues who are passionate about delivering the best service and exceeding our guests’ expectations.

Main Responsibilities

• Responsible for enhancing the product and service that is presented to the guest.  Able to make changes that respond to the marketplace and guest needs, both present and anticipated.
• Recommend changes to the product and services and use market research to develop new products and services.
• Provide hands-on, operational leadership and support for Front Desk, Guest Relations, Concierge, Bell/Door, Housekeeping, and laundry colleagues and all managers within the Rooms Division, ensuring all colleagues are performing their job tasks to the appropriate level of service.
• Champion and drive TrustYou surveys and ensure exceptional quality service is always the focus of all Rooms teams.
• Responsible for maintaining the quality of the product and ensuring consistency in its delivery by always following hotel standards (LQEs) and Pillars.
• Report regularly to the Executive Committee / Hotel Manager on the performance of the Rooms Division departments against budgets, sales and profit projections, and operations and human resources performance.  Analyze variances and monitor the impact of initiatives and corrective actions.
• Provide specialist support to the Executive Committee. Work to support team goals and measure effectiveness by the quality of decision-making at the senior level and through profit and service performance at the individual unit level.
• Responsible for the selection, training and development of the staff. Able to exercise hire and fire discretion within MOHG policies.
• Responsible for sales to guests through the Front Desk and any actions taken by the incumbent that can impact the volume of business. Responsible for a direct link between effort expended, decisions made, and revenue generated by the Front Office (performance indicators are sales, units, growth, turnover, etc.)
• Oversee the execution of FLHSS guidelines for the Rooms Division and monitor the recording of required documentation for accuracy.
• Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person’s hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with
• Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience.
• Maximize room revenue and occupancy by effectively controlling rates & availability as well as drive the FOCUS upselling program of MOHG.

Requirements

• Bachelor’s degree in hospitality management.
• Minimum 7 years experience in the various departments of the Rooms Division within the high-end hotel luxury industry.
• Strong interpersonal skills with a front-of-house presence to interface with guests and help resolve their problems and service concerns, including tact and diplomacy.
• Demonstrate problem-solving skills and ability to handle conflict situations.
• Has the functional and technical knowledge of Rooms and skills to do the job at a high level of accomplishment.