Mandarin Oriental Hotel Group
Responsibilities
- Create and strategize duties and responsibilities of Club Lounge colleagues and ensure that work processes are in a logical order
- Ensure proper staffing at all times
- Ensure that Legendary Quality Experiences, policies and procedures are properly understood and followed through
- Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training and disciplinary actions
- Ensure and maintain a very high standard of personal hygiene, colleagues’ behavior and grooming standards
- Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
- Perform any other reasonable duties as required by the Club Lounge Manager or the Director of Rooms
- To respond to changes in the Rooms function as dictated by the industry, company and hotel
- Work very closely with other sub-sections of the Front Office to provide the Mandarin Oriental personalized service to the guests
- To attend training sessions and meetings as and when required
- Perform any tasks as assigned by the Management
- To ensure that all Club Lounge colleagues deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times
- To ensure that all Club Lounge colleagues also provide excellent service to internal customers as appropriate
- To assist Club Lounge guest room allocation
- To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met personally
- To ensure that all Club Lounge colleagues are familiar with the hotel’s products and services
- To implement consistent guest recognition programs and maintain a relevant guest history database
- To personally and frequently verify that guests are receiving the best possible service during check-in and check-out
- To ensure that guest history records are accurately maintained and all repeat guests preferences are met
- Trains, evaluates and schedules Club Lounge staff in accordance with the standards of the company policies and guidelines
- Develop and implement system for checking maintenance of tabletop supplies through staff side work duties
- Create side work schedules for all positions. Ensure compliance and follow through
- Keep record and communicate of any exemplary or deficient examples of food, décor or service
- Provide excellent service at all time to all of our guests
- Assist Guest courteously and efficiently
- Managing day to day operations
- To supervise the maintenance and cleanliness of the lounge at all times
- Good knowledge of food and beverage
- To manage proper staffing and supplies level
- Conduct daily communication meeting with staff prior to shift
- Ensure Club Lounge service standards are in line with the procedures
- To visit all of our guest tables during or after their visit, to ensure satisfaction
- Uphold and enforce all hotel policies and procedures as stated in hotel colleague handbook
- Ensure that hotel grooming and hygiene standards are being maintained, enhancing a professional image
- Ensure that the environment of the outlet is being maintained to MO standards
- Be aware of, and comply with, safe working practices as laid down under FHLSS
- Be aware of, and comply with local and relevant Food Acts
- Wear any appropriate protective clothing provided by or recommended by the Hotel.
- Report any defects in the building, plant or equipment according to the Hotel procedures
- Ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures
- Attend all statutory fire training and to be fully conversant with and abide by all rules concerning, fire, health & safety
- Be aware of Fire safety plans
- Adhere to Safe & Sound procedures regarding Health & safety
- Adhere to Safe & Sound procedures regarding HACCP standard.
Competencies And Requirements
- University Graduate
- 2 years of Supervisory experience in a hotel of similar deluxe standing
- Excellent overall communication skills
- Ability to multi-task and to work well in a team environment
- Good written and verbal command of English. German language speaker is preferred.
- Possess a pleasant and outgoing personality
- Diverse experience is a plus
To apply for this job please visit secure.dc3.pageuppeople.com.