Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Director of Palace Operations to join our Palace Services team.
Are you a master of craft?Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city’s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.
About the job
Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Palace Services Department, the Director of Palace Operations is responsible for day-to-day operation of the Palace/guest residence experience, ensuring exceptional and highly personalised service for VIP and high-profile guests while maintaining luxury brand standards. The Director of Palace Operations reports to the Director of Rooms.
As Director of Palace Operations, you will beresponsiblefor the following duties:
- Oversee the daily operations of the Palace and ensure seamless service delivery in accordance with luxury hospitality standards.
- Lead and supervise the Palace Operations and Palace Butler teams, ensuring effective manpower deployment and operational coverage.
- Coordinate all pre-arrival, arrival, in-house and departure arrangements for VIP, VVIP and high-profile guests.
- Ensure guest preferences, special requests and personalised requirements are accurately communicated and executed.
- Conduct daily operational briefings and ensure all relevant departments are fully aligned on guest requirements and upcoming activities.
- Collaborate closely with Front Office, Housekeeping, Food and Beverage, Culinary, Engineering, Security, Guest Relations and other departments to ensure seamless Palace operations.
- Conduct regular inspections of Palace areas, facilities and guest amenities to ensure they are maintained to the required standards.
- Handle complex guest requests, concerns and service recovery situations with discretion and professionalism.
- Ensure the highest level of confidentiality and discretion when dealing with VIP and VVIP guests.
- Coordinate the operational requirements for private events, celebrations, special occasions and high-profile visits within the Palace.
- Monitor guest feedback and identify opportunities to enhance the overall Palace experience.
- Ensure compliance with hotel policies, procedures, safety standards, hygiene requirements and Mandarin Oriental service standards.
- Coach, mentor and develop colleagues to strengthen their service knowledge, operational skills and leadership capabilities.
- Conduct performance follow-ups and provide regular feedback to team members.
- Support recruitment, onboarding and training of Palace Operations colleagues as required.
- Responsible for Check in / Out and billing for Palace groups to ensure that proper documentation e.g. signed checks / registration cards / identity documents are collected.
- Monitor operational resources and ensure efficient utilisation of manpower, equipment and supplies.
- Support budget management and cost-control initiatives while maintaining the required level of guest service.
- Identify operational challenges and implement appropriate solutions and continuous improvement initiatives.
- Maintain effective communication and handover between shifts to ensure continuity of service.
- Build strong working relationships with internal departments and key stakeholders to facilitate smooth operations.
- Lead by example and promote a culture of teamwork, accountability, professionalism and exceptional guest service.
As Director of Palace Operations, weexpectfrom you:
- Bachelor’s degree or equivalent qualification in Hospitality Management, Hotel Management, Business Administration, or a related field.
- Minimum 5 years of progressive experience in luxury hospitality, with significant experience in hotel operations and guest-facing environments.
- Proven experience managing high-profile guests within a luxury hospitality environment.
- Strong knowledge of luxury service standards, guest relations, operational procedures and service recovery.
- Strong understanding of Front Office, Butler Services, Housekeeping, Guest Relations and cross-functional hotel operations.
- Excellent leadership, communication, interpersonal and decision-making skills.
- Excellent command of English, both written and spoken; additional languages would be an advantage.
Our commitment to you
- Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
- Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
- Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
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