The Company:

Mandarin Oriental Hotel Group is the award winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

 

The Hotel:

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 36 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. Guests can discover exquisite dining in the beautiful setting of two-Michelin-starred restaurant Seta, run by acclaimed chef Antonio Guida, and enjoy the relaxed atmosphere of the Mandarin Garden, where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms.

 

Strategic Intent:

It is the mission and intent of this position that the incumbent will take full responsibility for all aspects of the hotel’s daily operation being pro-active, creative and results driven.

Scope of Position:

Oversee the overall operations of Rooms Division, Food & Beverage, Information Technology, Spa and Security. Provide professional advisory and executive support to the General Manager. In his absence, he acts as General Manager.

To support all hotel operations to become exceptional, everyday, everywhere.

Organizational Structure:

The Hotel Manager will report directly to the General Manager.

The functional positions of Front of House Manager, Head Concierge, Director of Housekeeping, Director of SPA / SPA Manager and Security Manager will report to the Hotel Manager.

Duties and Responsibilities:

• Formulation and implementation of strategy related to the hotel’s daily operational needs ensuring consistent guest services, colleague productivity and safety while constantly striving for improvement.
• Will execute all operational and strategic initiatives that have been discussed, providing feedbacks and alternatives.
• Strong focus on guest interaction to gain loyalty and direct business
• Formulation and implementation of the hotels involvement in the local community together with the Director of Sales and Director of Marketing & Communication.
• Development of lower and middle management executives through coaching, mentoring and general communications. To use the Balanced Score Card and other appraisal formats as tools for goals and target settings and to engage in feedback.
• To keep abreast of newest trends and innovations in the marketplace and be aware of competitors.

Working with operational Directors (Rooms, F&B and Spa):

• To prepare, review and manage annual Budgets and CAPEX plans; analyse P&L and assist in implementing strategies to increase both room yield and revpar to ensure overall revenue maximisation.
• Champion of the Quality initiatives and service standards to obtain pinnacle ratings in TrustYou surveys, LQE Audits and Forbes
• To grow and improve our sustainability, as measured by the FLHSSE

• To ensure that guests and colleagues are in a consistently safe and secure environment
• Responsible for handling and resolving guest complaints in a prompt manner

Working with the Director of Engineering:

• Collaborate to establish and manage the annual CAPEX plan and budget. Will research and recommend best practices and equipment along with feasibility and implementation schedules as per corporate guidelines.
• Oversee the strategic direction of general projects related to the enhancement of the hotel. The project management covers the areas of planning, administration, implementation and evaluation of financial results of project.
• Will collaborate to ensure the success of the preventive maintenance programs of the hotel in all areas.
• Will work on the energy saving and related projects.
• Will work on corporate guidelines and initiatives provided in the sustainability policies.
• Will ensure that the inventories of both fixed and current assets are in order.
• Will collaborate for orchestrating and directing the annual Risk Management Audit conducted by external consultant engaged by MOHG.
• Will collaborate for orchestrating and directing the annual Elevator and Fire, Life and Health Safety Audit which is conducted by third party engaged by MOHG.

Assuming Financial Responsibility:

• Partners with the Director of Finance, the General Manager and EXCO to formulate and implement a budget strategy for the Hotel and drive successful financial results every month
• Responsible in driving the rationalization of both the fixed and variable operational expenses. Ensure alignments with the financial objectives and forecasts.
• The annual hotel budget process needs to be clear so that growth, expense rationalization and profit protection as stipulated in the MOHG guidelines.
• Work with the Director of Finance to initiate periodic training sessions.
• Drive revenue and expense rationalization initiatives in all operational areas.
• Assist to conduct monthly departmental financial reviews.
• Ensuring all Managers have an understanding of the financial aspects of the hotel.

Assisting the General Manager:

• To translate and execute the strategies into operational excellence.
• To work with the Sales team to ensure a constant source of feedback and to improve the veracity and consistency of service.
• Will be part of the Event Management process and to ensure that the various platforms of marketing and public relations activities are provided for execution as and where the operational interface is required.
• Will provide his input for the creation of promotions and new initiatives thereby giving the sales and marketing and food & beverage teams’ opportunities to sell.

Support to the People & Culture department in the following:

• Career development programs for colleagues:  HM will act as the mentor and coach for the new and mid level Managers, actively engaging them in projects and learning initiatives. HM will ensure the talent pool pipeline yearly completion and the talent development yearly discussion.
• Actively support the CXS survey action plan and development plan in each department.
• Labour cost management is essential both in terms of quality of people and payroll costs. Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.

 

Requirement on Core Competencies

The incumbent will require the following personal attributes and competencies:

• Customer Focus
• International Exposure
• Managing Vision and Purpose
• Business/Financial Acumen and Drive for Results
• Managerial Courage
• Learn on the Fly
• Integrity and Trust
• Ethics and Values
• Interpersonal Savvy
• Developing Direct Reports and Others
• Motivating Others
• Strategic Agility
• Planning

 

 Delighting our Clients

• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with customers
• Incorporates customer information as part of strategy
• Understands the value of colleagues, customers and profit link
• Sustains performance
• Can use planning g tools in relation to customer needs
• Confident with customers
• Highly visible and will build relationships with regular and long staying guests.
• Will create a high level of personalization, details and guest recognition

 Working together as Colleagues

• Communicates a compelling vision
• Inspires co-operation and commitment
• Adapts managerial style appropriately
• Actively listens and builds on other ideas
• Effectively understands and uses resources
• Is culturally sensitive
• Negotiates effectively
• Excellent written and verbal skills

Promoting a Climate of Enthusiasm

• Has energy and drive
• A sense of urgency
• Motivates others to provide quality standards
• Communicates clearly and persuasively
• Open to feedback and learning

Being the Best

• Achievement orientated
• Makes things happen
• Has presence
• Has positive impact and influence
• Uses financial and other analytical framework
• Generates, innovative options
• Adapts plans to suit change
• Builds long term brand loyalty
• Seeks continuous improvement opportunities

Delivering Shareholder Value

• Takes a helicopter view and keeps in focus
• Understands and knows the business market
• Clearly understands effective operating of a hotel
• Develops and implements strategy
• Adapts strategies to changes
• Aligns plans to strategies
• Continuously seeks new opportunities

Playing by the Rules

• Operates ethically
• Removes blockages
• Understands and uses performance management
• High level of personal integrity
• Balances the needs of fellow colleagues and the company

Acting with Responsibility

• Establishes accountability for self and others
• Can identify core issues and problems
• Balances intuition and good business sense
• Takes and manages risk and change
• Emotionally stable and mature
• Accepts feedback
• Coaches others
• Manages responsibilities