JOB DESCRIPTION

• follows, respects & enforces Mandarin Oriental Hotel Group standards, e.g. Code of Conduct, Sustainability Guidelines, FLHSS&E Guidelines and Legendary Quality Experience Standards as well as our Vision, Mission and Guiding Principles
• oversees the operations functions of the hotel
• holds regular briefings and meetings with all head of departments
• handles complaints, and oversees the service recovery procedures
• supports HOD's for the execution of all activities and functions
• stays accountable for responsibilities of department heads
• manages budgets and financial plans and is accountable for revenues, profit and expenditure
• coordinates the development of key performance goals for functions and direct reports
• participates in recruiting, training and monitoring staff
• meets and greets guests
• addresses problems and troubleshooting
• carries out inspections of property and services
• ensures compliance with licensing laws, health and safety and other statutory regulations
• supports property audits and reviews
• drives innovation, creativity and change