Director of Operations

Oversee the operations of the hotel and provide professional advisory and executive support to the General Manager.

Assisting the General Manager:

• To translate and execute strategies into operational excellence.
• To take responsibility for the hotel when the general manager is not present.
• Effectively coordinate the executive office to ensure efficiency.
• Will provide input for the creation and implementation of promotional activities with all divisions.

Working with Operational Division Heads:

• To prepare, review, and manage annual budgets and capital expenditure plans, analyze profit & loss, and assist in implementing strategies to increase both rooms yield and RevPAR, thus ensuring overall revenue maximization.
• To ensure there is a continuous focus and drive on all quality monitoring tools / key performance indicators (KPI), including Forbes, LQE, and TrustYou.
• Constantly monitor and review operating criteria and continuously develop awareness that customer and service care are the highest priorities for all colleagues.
• Thoroughly investigate all guest feedback and report to the general manager with plans of action.
• Manage all guest correspondence; this must be acknowledged or answered within two days of being received.
• Maintain high visibility and involvement with customers; greet guests and be visible in public areas at peak times, lunch, and evening.
• Continuously review ways of improving the standard processes in customer service.
• Check Food & Beverage outlets regularly during service hours, including kitchen and other back-of-house areas.
• Monitor and review merchandising presentations of all departments and make recommendations if necessary.
• Inspect facilities continuously. Inspect, at least weekly, floors and various rooms, suites, and apartments. Report to appropriate department heads any deficiencies and follow up to ensure corrective and preventative actions are taken.

Working with Division Heads/Department Heads on the Safe, Sound & Sustainable by Mandarin Oriental Processes:

• To orchestrate and direct the annual Safe, Sound & Sustainable by Mandarin Oriental Audit.
• To chair the monthly Risk Management Committee meetings while ensuring full compliance by all Divisions.
• To grow and improve our sustainability efforts as per set targets.
• To ensure that guests and colleagues are constantly in an occupationally safe, healthy and secure environment.

Assuming Financial Responsibility:

• Support the Director of Finance in the preparation and implementation of the budget.
• Provide assistance and professional input with the development of profit-maximizing initiatives and revenue-generating strategies.
• Responsible for the rationalization of both the fixed and variable operational expenses.
• Ensure alignment with the financial objectives and forecasts, as approved by the hotel owners.
• Work with the Director of Finance to initiate periodic financial training sessions for non-finance colleagues.
• Assist in conducting monthly departmental financial reviews.
• Ensure all managers understand the financial aspects of the hotel.

Supporting the People & Culture Department:

• Active participation in Career Development programmes for colleagues.
• Act as the mentor and coach for managers by engaging them in projects and learning initiatives and ensuring that appraisals and feedback sessions are regularly held.
• Help in analyzing and planning labor costs to ensure operationally effective colleagues and payroll costs.
• Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Riyadh People & Culture Strategic Policy.

Sustainable Responsibilities:

• This role involves implementing eco-friendly practices, educating guests/colleagues on sustainable initiatives, and continuously seeking ways to minimize the hotel's environmental footprint.
• Knowledge of waste sorting and recycling procedures. Energy Conservation: Water Conservation.
• Supporting sustainability initiative.