Hotel Service Director

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Limited Full time

The Hotel Service Director plays a pivotal role in creating a memorable dining experience for our guests at Mandarin Oriental Hotel Group Limited. As a Hotel Service Director, you will oversee the daily operations of the restaurant, ensuring that our service standards are consistently met.

Primary Responsibilities:
  • Lead the supervision of daily restaurant operations, upholding the highest standards of service excellence.
  • Showcase exceptional customer relationship skills to resolve guest complaints efficiently and effectively.
  • Coordinate and supervise shifts to guarantee seamless execution of our service standards.
  • Evaluate colleague performance and provide actionable feedback to foster growth and improvement.
  • Design and implement initiatives to boost our restaurant's image and enhance its reputation.
  • Partner with colleagues to identify opportunities for cost reduction and implement waste-reducing measures.
  • Nurture relationships with local community members and promote our brand through community engagement and word-of-mouth promotions.
  • Develop targeted marketing strategies to expand our customer base and increase brand visibility.
  • Deliver in-depth training on customer service fundamentals and best practices to new and existing colleagues.
  • Establish and enforce policies and protocols to maintain efficient future restaurant operations.
  • Collaborate with the IMS team to ensure successful implementation of our Integrated Management System (IMS) policy and procedures.
  • Stay abreast of IMS system developments and requirements.
  • Act promptly on Operational Threats and Protocols (OTPs).
  • Explore opportunities for growth and development through CPAR or colleague suggestions.
  • Guarantee compliance with all applicable laws and regulations.


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