Assistant Director of Rooms

The Group

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 Group regularly receives international recognition and awards for quality management and legendary service hospitality.

Our Hotel

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests.

Duties and Supporting Responsibilities

Support Company’s philosophy and company culture using the Pillars and Departmental LQE (Legendary Quality Experiences) as well as Guiding Principles and D.E.L.I.G.H.T. daily to ensure Guest Satisfaction and the achievement of our Mission statement.

Inspire all colleagues to approach their tasks and interactions with our guests as a one-time opportunity to make them a FAN – Every Guest, Every Day, Every MOment

Operations

• Provide hands on, operational leadership and support for Guest Service Agents, Concierge, Bell/Door, Housekeeping colleagues and all managers within the Rooms Division ensuring all colleagues are performing their job tasks to the appropriate level of service
• Execute annual performance reviews for all reporting department managers, encouraging and coaching to develop each colleague to their full potential
• Work with the Director of Rooms to drive results around quality and continuous improvement in the overall operations of the within the Rooms Division
• Ensure a smooth and delightful arrival and departure journey for the guest by evaluating feedback, monitoring the operations and adjust processes/manning as necessary
• Work with the Director of Housekeeping to manage the consistent inspection of stayover services, vacant room inspections and self-inspectors via HotSOS
• Review/Revise/Implement SOPs relevant to Rooms Division and the overall guest experience
• Manage the Valet parking contract and direct the Valet Manager overseeing operations
• Oversee the execution of FLHSS guidelines for the Rooms Division and monitor the recording of required documentation for accuracy
• Handle and resolve guest concerns/comments and provide the appropriate follow up
• Communicate all guest concerns to the appropriate department for follow-up and lead the daily morning Operations Meeting covering MOD logs and the VIP arrivals (Meet & Greet)
• Liaise with other departments to problem solve recurring guest issues and implement solutions
• Act as a “Manager on Duty” for the Rooms Division when needed
• When acting as the Manager on Duty, respond appropriately as an ERT leader with security for any “emergency” situation including but not limited to:
• Fire Alarm
• Employee injury
• Guest injury
• Employee conflict with another employee
• Employee conflict with a guest
• Guest conflict with another guest
• Intoxicated/rowdy guests or colleagues
• Attend weekly/monthly rooms departmental meetings and weekly/monthly department head meetings including all monthly quality meetings
• Attend resume and pre/post-conference meetings
• Review weekly schedules for Front Office and Housekeeping to ensure proper coverage
• Monitor the weekly payroll of hourly colleagues to minimize and eliminate unnecessary overtime
• Balance and maintain a $3,000.00 bank to provide guests and GSAs with change as well as paid outs for guest’s special services
• Perform daily walk throughs of select top VIP bookings prior to arrival and liaise accordingly with all departments for follow up items
• In the absence of the Director of Rooms: Interviewing, hiring, and terminating colleagues within the Rooms Division
• Additional duties within the Rooms Division as needed

Requirements

• Have a minimum of 5 years experience in a Department Head position, preferably in a luxury setting.

• Flexible schedule is required, including weekends and holidays.

• Have excellent communication and organization skills.

• Must be able to work in a high-pace and dynamic operation. 

• Able to work together with other colleagues.

• Have a pleasant, friendly and helpful manner.

• Work in a safe, prudent and organized manner.

• Able to handle multiple tasks at one time.

• Able to consistently delight and satisfy our guest.

• Able to handle guest requests in a detailed manner.

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

Equal Employer Opportunity Statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

Advertised: 07 Mar 2024 Eastern Standard Time
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