Mandarin Oriental Hotel 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.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

Scope of Position

This role drives all aspects of top line revenue strategies and sets the hotel’s strategic business direction and positioning by balancing financial objectives, managing the channels, to maximise revenue and growth in market share performance. Oversees all the processes associated with demand, revenue, forecasting, inventory management, channel management, with proactive market intelligence and opportunity analysis. Identifies future revenue opportunities and effectively communicates strategies to the sales, marketing, finance, and hotel operations colleagues.

Responsibilities

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental, Muscat People and Culture Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
• On The Job trainers and trainings.
• Group Training Technique trainers and trainings.
• Update and maintain a complete Training Matrix for your department.
• Update and maintain Job Description and Job Specification Matrix for your department.
• Ensure the colleagues’ career path and development needs are being prioritised and documented in accordance with the MO Profile online system.
• Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Muscat has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

• Develops the revenue strategy for the hotel in alignment with MOHG’s brand philosophies.
• Manages team and inventory to maximize revenues at all times as well as guides the team to achieve goals.
• Prepares and organizes weekly Revenue Strategy Meetings.
• Maximizes occupancy levels and rate by reviewing and revising revenue strategies.
• Gathers and analyses statistics, yield information and all other relevant information to identify potential new business, markets and trends.
• Prepares three-month market segment outlook and maintains daily monitoring of actual versus forecast for plan achievement.
• Records and analyses all refused, lost, cancelled and waitlisted business for both guest rooms and Conference and Banquet meeting space.
• Ensures team members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, billing and processing contracts.
• Manages third party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximise conversion ratios in order to achieve targets for the department.
• Assists the daily operations of reservations services team.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Monitors pick up by segment and group ceilings.
• Assists in implementation and continual improvement of definite group forecasting process.
• Analyzes competitive sets, price positioning, seasonality, mix and displacement on a weekly basis.
• Maintains continual awareness of current and future competitors, for example but not limited to, product, published offers/pricing, renovation plans, inventory, etc.
• Provides strategic direction as it relates to pricing, inventory, channel management and distribution of all market segments following market and Comp set analysis.
• Leads efforts to coordinate these strategies between Corporate Revenue Management and on property Leadership and ensures they are implemented and modified as market conditions fluctuate.
• Works with Marketing Communications to develop the strategic proposition of Marketing offers, online and offline, as well as market/country and demand specific focus areas.
• With the Director of Commercial Strategy, evaluates effectiveness of property participation in channels and determines proper spend deployment in these segments and channels.
• From sales and third-party contracting perspective, responsible for hotel’s positioning in the various distribution channels, information accuracy and competitor positioning, including but not limited to, conducting online shops.
• Has full understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution.
• Ensures that audited results meet the standards required in LQE, MOQA and Forbes.
• If part of an opening hotel, manages completion of critical path and ensure the team is on track for the pre-opening revenue management, distribution and reservations activites and timeline.

• Controls rooms inventory including allocation and reservations to areas of maximum yield and blackout dates, develop and conduct rooms-based marketing activities and track sales programs/promotions/advertising and provide feedback as necessary to relevant departments.
• Proactively manage inventory for the hotel to maximize revenue in all areas. Depending on the needs of each hotel, this includes room inventory and function space or Spa if applicable.
• Ensure a consistent and rational hotel pricing and yield strategy across all channels and all segments according to the MOHG pricing philosophy.
• Accurately prepare Monthly and Weekly Forecasts (Day by Day) for all transient segments, group (based on feedback from Sales/Conference Services) and other business units if required, i.e. function space. Participate in the preparations of the transient and group rooms budgets, with the input of sales and contribute to the development of the transient and group portion of the hotel's marketing plan.
• Participate in the preparations of the transient and group rooms budgets, with the input of sales and contribute to the development of the transient and group portion of the hotel's marketing plan.
• Oversees the annual pricing process for transient, group and catering rooms, function space and other areas as required.
• Proactively provide data to the team for the purpose of analyzing and evaluating specific business segments, specific accounts, market segment mix (Group vs. Transient and its sub-segments), room type demand, channel production and geographical mix, recognizing trends and patterns.
• Proactively analyzes and communicates business trends, market share and booking pace in comparison to the market or comp set, Last month, Last Year, Forecast and Budget.
• Continually analyze transient demand and booking patterns and recognize trends and their relevance to one another and provide pricing, inventory and selling strategy recommendations.
• Assists in ensuring that DOC strategically targets accounts to grow business and joins monthly account reviews with DOC and the Sales Team and when possible daily group lead meetings.
• Work with the Sales Department and define booking terms, conditions and allotments for all transient segments.
• Communicates when key events or holiday periods are being held in the destination and surrounding areas that impact demand. Devises and implements event specific strategies.
• Provides targeted and timely communication of results, achievements, and challenges to the stakeholders.
• Evaluate Daily, Weekly and Monthly Market Share reports to understand trends and opportunities vs. competitive set and the market as a whole and ensure targeted relative RevPar positioning is achieved.
• Performs or ensures execution of all daily, weekly, monthly, and yearly revenue management tasks according to MOHG guidelines.
• Establishes and maintains effective and rational pricing strategies for all inventories and market segments in all MOHG approved distributions channels.
• Train revenue and reservations service team members on key areas of revenue and yield management including rooms, restaurant reservations and spa reservations.
• Coach Sales & Marketing colleagues on hotel’s selling strategies.
• Effectively use systems to determine, implement, manage and control accurate and agreed upon selling strategies.
• Train and develop the Reservations Manager and team to adhere to Operations Standards and Revenue Management strategies.
• As applicable, train, manage and develop other direct reports to ensure successful execution of revenue maximization efforts.
• Ensure that the hotel and MOHG brand image is mathematically integrated into revenue management decisions (i.e.: Lost-it rates cannot dilute brand image).
• Provide input into the different booking lead times of market segments to facilitate future control.
• Monitor and control the hotel's inventory daily by setting restrictions on the number of rooms that can be sold in each market segment.
• Complete forecasts (3 day, 10 day, 30 day and 90 day).
• Update booking curve and history spreadsheets daily.
• Prepares month end reports for Executive Committee and General Manager.
• Participate in discussion to define rate scales, and ensure correct loading into system
• Work with the Sales department to ensure that contracts are logically and correctly loaded in distribution systems
• Predict future demand and proactively set controls for managing demand and maximizing revenues
• Prepares and/or reviews the Revenue strategy packet and reports prepared by the Revenue Manager/Asst. Manager and leads this meeting.
• Ensures accurate reservation system information in all Distribution Channels is upheld.
• Ensures that all reservation enquiries that come to the hotel via telephone, email or fax are processed in a timely and accurate manner to capture demand data for the hotel.
• Provide input in selection process of other booking avenues and contracts (ex: voice, third-party, web-sites, etc) to ensure required control mechanisms are available.
• Proactively study future bookings from representation and imposes appropriate controls to maximize revenues, and ensure that once configured, reservations maintains all systems with accurate representation of hotels.
• Determines function space free sale calendar and if applicable, manages Function Space and any other tasks involved as per MOHG standard.
• Ensure customer retention is appropriately included in rate qualifiers.
• Provide input as to proven cause and effect of relationship management activities, and ensure that relationships have appropriate terms and conditions.
• Identify future periods where packages might assist in stimulating demand or should be restricted, or wh) ere promotions are warranted.
• Provide input into market perception based on shifting trends on future demand.
• Participate in advertising campaign by ensuring that all information is in the reservations systems, agree possible impact on demand with marketing before campaign is finalized, and ensures room inventory controls are appropriate prior to launch.
• Overall responsible for accurate room-night and revenue forecasting, with input from Sales for Group forecasts.
• Monitor and respond to client (travel agent, travelers, etc.) concerns related to the processes for reserving the accommodations.
• Ensures all requests are handled by the team in time frame set by the company.
• Ensure colleagues have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties.

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
• Services our customers in order to grow market share.
• Build strong relationships with customers, guests and colleagues in order to gain full understanding of their needs and work to serve them effectively.
• Handles guest complaints and disputes.

• Develops, implements and maintains a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job
• Manages team performance through developments plans, monitoring progress on a monthly basis
• Utilizes all available on the job training tools for colleagues
• Ensures an excellent working relationship with all colleagues within hotel

• Prepares weekly and monthly forecasts
• Ensures that all booking systems are maintained to achieve optimal results, liaises with Marketing team to ensure content is up to date
• Completes and analyses month-end reports
• Completes and prepares the monthly GM comments together with Director of Commercial Strategy
• Maintains accurate records of room type selling and sets targets for the team

• Conducts sites visits as required by hotel operation
• Participates in client entertainment with Sales Department as required