Job no: 507366
Employment type Full time
Property / Office: Mandarin Oriental, Macau
Location: Macau, China
Department: Management (Director), Concierge, Front Office, Housekeeping, Rooms

Duties and Responsibilities

• Major responsibilities

• Support company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure customer satisfaction from arrival to departure in accordance to standards and procedures manual and the Legendary Quality Experience (LQE).
• To ensure that Mandarin Oriental, Macau’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
• Develop long and short range action plans to meet the desired objectives.
• Standardize methods and procedures in all areas and ensure full knowledge by all colleagues.
• Colleague scheduling in accordance with business level expected.
• Forecast and set objectives and follow through to achieve set goals.
• Recommend changes in operating philosophy.
• Recommend price and cost structure for all departments.
• Select department Managers and supervisors in individual areas of direct responsibility and take all the necessary personal actions in area responsible for within the limits of approved policies, budgets and salary ranges.
• Ask for and obtain from department heads any information relating to the effective operation of the hotel.
• Ensure training for colleagues in the proper handling and usage of equipment.
• Recommend quantity and quality purchasing of materials, products and equipment.
• Authorize purchase orders for non capital items within the purchasing policies and procedures of the hotel.
• Have and attend meetings in accordance with the meeting schedules and any other meetings which may be necessary from time to time.
• Review:
  • Guest complaints and compliments.
  • Merchandising ideas and upcoming promotions.
  • Applicable policies and procedures.
• Communicate clearly with all levels of colleagues; manage differences and change.
• Daily information is disseminated upwards and downwards on the “need know” basis.
• Achieve an effective flow of ideas and information in all desired directions by providing opportunities for colleagues to speak freely.
• Maintain high visibility and strong contacts with customers in order to maintain a solid relationship with influential decision makers in our markets.
• Have regular progress meetings with direct report department heads to assist in meeting their short and long term commitments to the company and to exchange information.
• Participate in colleague meetings and maintain a full awareness of changes, improvements, policies and procedures and improvement plans.
• Regular meetings with the General Manager to discuss, recommend and inform on business matters and review long and short range action plans.
• To ensure that the Fire Life Health Safety and Security company standards and HACCP Standards are maintained and carried out. They must be monitored regularly to assist in scoring 100% on the MOHG health and safety audit.
• Perform any tasks as assigned by the Management

• Financial responsibilities
  • Prepare the budget for Rooms and all MOD departments and Capital Expenditure budget
  • Prepare the monthly Forecast
  • Participate in the Revenue Yield to maximize room revenue and occupancy effectively

• Responsible for the preparation, presentation and execution, with rationales, of the hotel’s operating departments’ budgets.
• Yearly Rooms budgets, monthly, weekly and daily forecasts are timely and accurate.
• The operating expenses are well controlled and within budget limits.
• Capital improvement requirements for the respective departments are submitted and, when approved, are purchased on time.

• Human Resources responsibilities

• Evaluate all direct report department heads and set objectives. Review “key result areas” twice annually together with the profit and loss reports. (Mandarin Oriental Hotel Group Performance and Development System PROFILE).
• To organize training plan based on the training needs of the Food & Beverage Department and submit to the Learning & Development Manager for the purpose of approval and directly and without fail implement the approved training plan.
• To ensure that every colleague is treated fair and is free to participate, with equal opportunity all aspects of the company without regard to race, color, natural origin, age, sex or handicap.
• Continue to work on the basis of “educate and prevent” rather than “inspect and reject” by participating in colleague/department head meetings and training sessions.
• Have at least one qualified replacement for each department head position identified and able to take over.
• Ensure a systematic and long term approach is taken to the establishment and maintenance of performance standards, job and language training as well as long range training planning (succession planning).
• Ensure that the morale of all colleagues including Department Heads, Supervisors and Rank & File colleagues are high and as a result, productivity is high.
• Productivity and Cost Control
• Monitor staff planning guides and production.
• Ensure staff planning guides are observed and followed through in every department and ensure overtime is kept to the minimum.
• Constantly review labor costs and monitor strictly.
• Review and monitor direct expenses in all departments and be able to explain differences.
• When variances between the profit plan and actual are analyzed and explained to the General Manager, to ensure that steps are taken to correct these variances, where necessary.