F&B Supervisor - Pool

at  Mandarin Oriental Hotel Group

SKILLS & QUALIFICATIONS

• High School qualification or equivalent.
• Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
• Experience as Supervisor in a high-volume restaurant with highest levels of service is preferred.
• A minimum of 2 years of experience working in a 5-star luxury hotel environment.
• Ability to understand guest needs and to deliver superior customer service.
• Proven ability to successfully support the management to motivate and lead a diverse team.
• Basic computer skills including MS Office.
• Fluent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, colleagues, and stakeholders at all levels.
• Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

• Supervise the daily operations of the outlet, ensuring smooth and efficient service, while monitoring service standards, food quality and guest satisfaction
• Understand and comply with all corporate and hotel policies and standard operating procedures. Ensure compliance with all health, safety and sanitation regulations
• Conduct regular inspections and maintain a clean, safe and organized environment
• Have a very good understanding of the outlet’s concept and food and beverage offerings and be able to verbally explain those to guests and to train colleagues on them.
• To respond proactively to guest enquiries, ensuring that appropriate action is taken in the absence of the manager in charge.
• Being fully involved in the service and show strong presence on the floor. Run a station if required.
• Personally monitor and follow through on any requirements of VIP guests who are dining in the restaurants as directed by the restaurant management.
• Support the Restaurant/ Outlet Manager to maintain a clear overview of all POS- point of sales, by carrying out regular checks on accuracy of all items.
• Constantly identify areas for improvement in service and food and beverage quality through guest comments, comment cards and guest incident reports and share observations and recommendations with the Outlet Manager.
• Maintain a great synergy between all outlets within Food & Beverage as well as the Hotel overall to assure maximum efficiency.
• Ensure proper presentation of all menus: current, clean and presentable.
• Support the Restaurant/ Outlet Manager when required to train colleagues in accordance with the applicable standards and policies.
• Identify departmental learning and development needs for all colleagues of the restaurants and share those with the Restaurant/Outlet Manager
• Act as a hotel “ambassador” at all times.
• Perform any other reasonable duties as required by the Restaurant/ Outlet Manager or the Assistant Restaurant/ Outlet Manager.

Guest Relations:

• Warmly engage and converse with guests.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
• Create WOW moments to surprise and delight in house guests.
• Handle and resolve effectively any kind of customer complaints being verbal or written. More severe customer complains will be reported to managers without fail.

Colleague Relations:

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Provide ongoing coaching, feedback, and performance evaluations to maintain high standards of service.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
• Encourage proactive, efficient and effective communication within the outlet in order to promote a climate of teamwork and enthusiasm.