The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. 34 hotels representing almost 11,000 rooms in 24 countries. In addition, the Group operates, or has under development, 14 Residences at Mandarin Oriental connected to its properties.

Our Hotel

Set at the heart of the US capital, Mandarin Oriental, Washington DC has redefined luxury in the city. Just streets away from the nation’s most revered monuments and the Smithsonian Institution, the hotel is also within easy reach of Capitol Hill and the excitement of downtown D.C.

Objective:

To ensure guest’s overall successful experience during stay at Mandarin Oriental, Washington D.C. by providing a friendly, warm, genuine, efficient, and personalized service with the entire Rooms Division Colleagues. The Rooms Operations Manager will be a true representative of MOHG’s mission “A World of Fans” to delight and inspire our fans at every opportunity.

Scope of Position

The Rooms Operations Manager will provide supervision, delegation, support, and leadership in Rooms Division in accordance with the objectives, performance and quality standards established by the hotel.  The Rooms Operations Manager will serve as the Manager on Duty in both Front Office and Housekeeping operations based on business needs and demands. The Rooms Operations Manager will support Reservation Department Operation in need, assigned by Director of Rooms and/or Hotel Management. This individual will also be responsible for developing & executing strategic and long- and short-term objectives for both Front Office and Housekeeping Departments.

Organizational Structure

The Rooms Operations Manager reports to the Front Office Operations Manager and Housekeeping Managers. He / She supervises Guest Service Agent, Bell and Door, Room Attendant, House Person, Public Attendant, Office Coordinator, Laundry Attendant (House/Guest), Uniform Attendant, Seamstress when He / She is scheduled in relevant department.

Duties and Responsibilities

Front Office Aspects:

• Serve as the Manager on Duty and Emergency Response Team member, available to guests at all times.
• Handle all guest compliments, comments, observation and complaints in a timely and effective manner, ensuring guest’s complete satisfaction.
• Ensure the operation within department is efficient and financially making sense.
• Supervise, Guide and Support all colleagues in the department with their duties.
• Encourage the sense of teamwork throughout the hotel.
• Motivate and inspire the colleagues with positive attitude and high energy to maximize their performance.
• Keep the colleagues informed & up to date with information related to the hotel and hotel group.
• Maintain all information and files, ensure that paperwork is kept to a minimum and Guest information to be stored following company’s Policy and Procedure.
• Ensure all the supply and tool for the colleagues to use are always sufficient and available.
• Ensure accurate communication of information and guest requests to all relevant departments.
• Ensure all the request and question by internal and external guest to be responded in timely and efficiently manner and out come to be up to guest’s complete satisfaction.
• Perform assigned projects for any areas in Front Office, ensure the best possible outcome.
• Perform administrative duties such as, but not limited to, daily schedule/hours edit in system, payroll, inventory, purchase requests, attendance record etc. assigned by Front Office Operations Manager
• Ensure a friendly warm, genuine, and efficient guest’s arrival and departure experience.
• Interact with guests in person; recognize and anticipate their individual needs.
• To be presence at public area for the quality check to be performed for colleagues and ensuring all standards are met in services.
• Ensure the bellman and doorman are handling, delivering and storing of all guest items with safety and in timely manner following the company’s standards.
• Revise and maintain SOP up to date.
• Support Front Office Operations Manager to manage successful Front Office Upselling Program, encouraging participation and growth to contribute to maximizing the room revenues.
• Maintain high standards of Guest Data Quality including guest preferences in line with MOHG guidelines.
• Ensure department Data Completeness score
• Ensure Fans of MO guest recognition program execution and ensure the growth of enrolment and quality of program.  
• Ensure growth with the Department’s TrustYou scores for entire Front Office department
• Ensure and maintain a very high standard of personal hygiene, behavior, and grooming standards of colleagues up to the hotel’s standards.
• Ensure all the safety measures for the guests and colleagues are fully understood and followed through by all colleagues at all times.
• Support Front Office Operations Manager to manage aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for all colleagues in department.
• Support Front Office Operations Manager to manage to discuss and evaluate colleague’s performance throughout the year.
• Attend management meeting in absence of Front Office Operations Manager
• Perform the task and project which being assigned by Director of Rooms, and/or other Hotel Management

Housekeeping Aspects:

• Handle all guest compliments, comments, observation, and complaints in a timely and effective manner, ensuring guest’s complete satisfaction.
• Perform daily inspection with highest standard compliances of assigned areas, guestrooms, exterior of building and heart of house areas.
• Perform all duties relating to the opening and closing of the housekeeping department, ensuring an efficient and proactive service for our guests as well as maximizing productivities throughout the department.
• Supervise, Guide and Support all colleagues in the department with their duties.
• Encourage the sense of teamwork throughout the hotel.
• Motivate and inspire the colleagues with positive attitude and high energy to maximize their performance.
• Keep the colleagues informed & up to date with information related to the hotel and hotel group.
• Maintain all information and files, ensure that paperwork is kept to a minimum and Guest information to be stored following company’s Policy and Procedure.
• Ensure all the supply and tools for the colleagues to use are always sufficient and available.
• Ensure all the safety measures such as OSHA and FLHSS for the guests and colleagues are fully understood and followed through by all colleagues at all times.
• Ensure accurate communication of information and guest requests to all relevant departments.
• Ensure all the request and question by internal and external guest to be responded in timely and efficiently manner and out come to be up to their complete satisfaction.
• Perform assigned projects for any areas in Housekeeping and Laundry, ensure the best possible outcome.
• Perform administrative duties such as, but not limited to, departmental staffing/scheduling, daily schedule/hours edit in system, payroll, inventory, purchase requests, attendance record etc. assigned by Housekeeping Managers or Executive Housekeeper
• Revise and maintain SOP up to date.
• Ensure growth with the Departments TrustYou scores for entire Housekeeping Department.
• Ensure and maintain a very high standard of personal hygiene, behavior, and grooming standards of colleagues up to the hotel’s standards.
• Support Housekeeping Managers and Executive Housekeeper to manage aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for all colleagues in department.
• Support Housekeeping Managers and Executive Housekeeper to manage to discuss and evaluate colleague’s performance throughout the year.
• Attend management meeting in absence of Housekeeping Managers and Executive Housekeeper
• Perform the task and project which being assigned by Executive Housekeeper, Director of Rooms, and/or other Hotel Management

Requirements

Mandatory

• 2+ years Front Office and Housekeeping (each) supervisory or above experience
• Prior Front Office and Housekeeping supervisory or above experience in a luxury hotel.
• Proven ability to work under great diversity within the team, able to communicate with all type of different colleagues clearly and effectively.
• Excellent problem and conflict resolutions skills
• Superior communication skills; fluency in English in speaking and writing
• Computer literate to include Microsoft Office, Word, PowerPoint, Excel etc
• Ability to work a very flexible schedule that include longer hours, late nights, overnights, early mornings, weekends, and holidays.
• Physically competent to stand/walk for 8+ hours per day, perform lifting/pulling/pushing of items occasionally, ability to climb/descend stairs occasionally.
• Bachelor's degree in related field or equivalent related work experience

Desirable

• Multi-lingual is preferred.
• Union hotel experience in Housekeeping and/or Front Office

Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.

It is Company policy to comply with the Americans with Disabilities act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.