Mandarin Oriental Hotel Group Limited
Based within the Mandarin Oriental global commercial organisation and based at the London Corporate Head Office, the Manager, Reservations Excellence is responsible for supporting the deployment, enablement and performance optimisation of the Property Direct channel across the Group's global portfolio, with the objective of driving sustained revenue growth, improved conversion and enhanced guest experience. This role requires a commercially minded hospitality professional with strong experience in distribution, reservations, revenue or commercial strategy within a luxury hospitality environment. A solid understanding of on-property operations combined with corporate-level project delivery experience is essential to success in this role. The role supports the strategic execution of the Property Direct programme by ensuring hotels are equipped with the right tools, training, governance and operational support. It requires close collaboration with corporate and property teams to translate strategy into consistent, high-quality execution at property level. As Manager, Reservations Excellence, you will play a key role in strengthening the Property Direct channel globally, supporting innovation, improving operational efficiency and ensuring properties are enabled to deliver exceptional guest interactions while maximising revenue performance. As Manager, Reservations Excellence, you will be responsible for the following duties: Programme Deployment Support the deployment of Property Direct tools and processes across the global portfolio, ensuring properties are equipped to execute strategies effectively. Collaborate with corporate and property teams to ensure the seamless integration of Property Direct initiatives into broader commercial strategies. Develop and maintain standardised templates, toolkits, and guidelines to support properties in executing Property Direct strategies consistently and effectively. Champion a culture of accountability, collaboration, and excellence in both guest engagement and commercial outcomes. Define and monitor KPIs to measure the channel's performance, identifying opportunities for improvement and innovation. Define and implement governance mechanisms to ensure consistent adherence to guidance, best practices, and performance standards across the portfolio Property Enablement Work closely with property teams to identify and address performance gaps, providing guidance and support to drive improvement. Serve as a key point of contact for property teams, ensuring they have the resources and support needed to optimise channel performance. Training & Support Deliver training programs to ensure property teams are equipped with the knowledge and skills needed to execute Property Direct strategies effectively. Provide ongoing support to property teams, collating questions and challenges as they arise and sharing with relevant cross-functional stakeholders. Performance Monitoring Monitor the performance of the Property Direct channel across properties, identifying opportunities for improvement and innovation. Provide regular reports and updates to the Director, Property Direct, highlighting key trends and insights. Support the implementation of continuous improvement initiatives, leveraging feedback from properties and guests. As Manager, Reservations Excellence, we expect from you: Minimum of 5 years' experience in distribution, revenue management, reservations or commercial strategy within the luxury hospitality sector. Strong project management and organisational skills, with the ability to manage multiple priorities in a fast-paced, matrixed environment. Demonstrated ability to build strong relationships with global teams and work effectively across functions. Excellent communication and interpersonal skills, with confidence engaging both corporate and property stakeholders. Familiarity with digital tools and platforms relevant to reservations, distribution and Property Direct channels. Strong analytical mindset with the ability to translate performance data into actionable insights. Passion for luxury hospitality and a commitment to delivering exceptional guest experiences. 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 , 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. Health & 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.
Based within the Mandarin Oriental global commercial organisation and based at the London Corporate Head Office, the Manager, Reservations Excellence is responsible for supporting the deployment, enablement and performance optimisation of the Property Direct channel across the Group's global portfolio, with the objective of driving sustained revenue growth, improved conversion and enhanced guest experience. This role requires a commercially minded hospitality professional with strong experience in distribution, reservations, revenue or commercial strategy within a luxury hospitality environment. A solid understanding of on-property operations combined with corporate-level project delivery experience is essential to success in this role. The role supports the strategic execution of the Property Direct programme by ensuring hotels are equipped with the right tools, training, governance and operational support. It requires close collaboration with corporate and property teams to translate strategy into consistent, high-quality execution at property level. As Manager, Reservations Excellence, you will play a key role in strengthening the Property Direct channel globally, supporting innovation, improving operational efficiency and ensuring properties are enabled to deliver exceptional guest interactions while maximising revenue performance. As Manager, Reservations Excellence, you will be responsible for the following duties: Programme Deployment Support the deployment of Property Direct tools and processes across the global portfolio, ensuring properties are equipped to execute strategies effectively. Collaborate with corporate and property teams to ensure the seamless integration of Property Direct initiatives into broader commercial strategies. Develop and maintain standardised templates, toolkits, and guidelines to support properties in executing Property Direct strategies consistently and effectively. Champion a culture of accountability, collaboration, and excellence in both guest engagement and commercial outcomes. Define and monitor KPIs to measure the channel's performance, identifying opportunities for improvement and innovation. Define and implement governance mechanisms to ensure consistent adherence to guidance, best practices, and performance standards across the portfolio Property Enablement Work closely with property teams to identify and address performance gaps, providing guidance and support to drive improvement. Serve as a key point of contact for property teams, ensuring they have the resources and support needed to optimise channel performance. Training & Support Deliver training programs to ensure property teams are equipped with the knowledge and skills needed to execute Property Direct strategies effectively. Provide ongoing support to property teams, collating questions and challenges as they arise and sharing with relevant cross-functional stakeholders. Performance Monitoring Monitor the performance of the Property Direct channel across properties, identifying opportunities for improvement and innovation. Provide regular reports and updates to the Director, Property Direct, highlighting key trends and insights. Support the implementation of continuous improvement initiatives, leveraging feedback from properties and guests. As Manager, Reservations Excellence, we expect from you: Minimum of 5 years' experience in distribution, revenue management, reservations or commercial strategy within the luxury hospitality sector. Strong project management and organisational skills, with the ability to manage multiple priorities in a fast-paced, matrixed environment. Demonstrated ability to build strong relationships with global teams and work effectively across functions. Excellent communication and interpersonal skills, with confidence engaging both corporate and property stakeholders. Familiarity with digital tools and platforms relevant to reservations, distribution and Property Direct channels. Strong analytical mindset with the ability to translate performance data into actionable insights. Passion for luxury hospitality and a commitment to delivering exceptional guest experiences. 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 , 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. Health & 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.
Mandarin Oriental Hotel Group Limited
City Of Westminster, London
FITNESS & WELLNESS CONCIERGE, SPA & WELLNESS 39 hours, 5 days per week Mandarin Oriental Hyde Park is looking for a Fitness and Wellness Concierge to join our Spa & Wellness 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 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, 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. As a Fitness and Wellness Concierge at Mandarin Oriental Hyde Park, London, you will be responsible for: Effectively coordinates the usage of the Fitness & Wellness centre. Will be responsible for maintaining the cleanliness of the entire Fitness & Wellness centre in particular the changing rooms, toilets, showers, fitness centre and pool on a daily bases. These should be kept in a neat, tidy and sanitary manner in accordance with the Standards and Procedure and Health and Safety Standards. Proactively greet, interact, and assist guests in a professional manner Identify and report defects throughout the Fitness & Wellness centre; notify maintenance teams immediately of hazards, injuries, equipment or processes that negatively affect the operations. To ensure that lockers are stocked with clean linen at all times and removing soiled items. To cover receptionist duties as and when required As a Fitness and Wellness Concierge, you will be working on a rotating shift basis, Monday to Sunday, 39 hours a week. Shift patterns will vary from morning and afternoon shifts (including weekends and bank holidays), so flexibility is required where applicable. To be a successful Fitness and Wellness Concierge candidate, you have experience within a luxury Spa environment or reception experience and are passionate about service and exceeding guest expectations. You have a strong understanding of systems and IT technology, are a strong team player and have excellent communication skills, both written and verbal. Previous Spa or Hotel experience in a 5-star environment is desirable but not essential. In return, you will receive an array of iconic benefits, such as: Excellent career progression with an iconic, luxury, global hotel brand. A lot of our colleagues joined us at the beginning of their career and are now leading their own teams and divisions. Fantastic learning and development opportunities for all levels of staff, with targeted development programs to get you ready for the next step in your career. 3 complimentary nights per year, increasing to 5 with length of service Discounted stays at our beautiful properties across the Group Access to discounts and deals with over 500 popular high street retailers, including discounted gym memberships and travel deals 50% F&B & Spa discount Complimentary Westfield Healthcare cash plan, children added at no extra cost Colleague Experience Stay in-house with breakfast included upon completed probation Friends & Family hotel rate and Spa discount 1 paid Charity Day per year to dedicate to a charity of your choice Season ticket loan & cycle to work scheme £750 recruitment referral bonus Free meals on duty & uniform dry-cleaning services Increased holiday entitlement with Length of Service, up to 33 days off Subsidized podiatry sessions with our incredible Bastien pedicurists Free Life Insurance benefits whilst in service Company pension plan Access to Hospitality Action's Employee Assistance Programme Employee Recognition Programmes Social, wellbeing, charity, and sporting events throughout the year SUSTAINABILITY AT MANDARIN ORIENTAL HYDE PARK, LONDON. Mandarin Oriental Hyde Park, London is a proudly certified Global Sustainable Tourism Council (GSTC) hotel. Corporate responsibility values are deeply ingrained in Mandarin Oriental's culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set out by the GSTC. We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction. We are committed to doing the right thing, every day. DIVERSITY & INCLUSION. We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate. All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated. ELIGIBILITY TO WORK IN THE UK. Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process. We're Fans. Are you?
FITNESS & WELLNESS CONCIERGE, SPA & WELLNESS 39 hours, 5 days per week Mandarin Oriental Hyde Park is looking for a Fitness and Wellness Concierge to join our Spa & Wellness 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 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, 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. As a Fitness and Wellness Concierge at Mandarin Oriental Hyde Park, London, you will be responsible for: Effectively coordinates the usage of the Fitness & Wellness centre. Will be responsible for maintaining the cleanliness of the entire Fitness & Wellness centre in particular the changing rooms, toilets, showers, fitness centre and pool on a daily bases. These should be kept in a neat, tidy and sanitary manner in accordance with the Standards and Procedure and Health and Safety Standards. Proactively greet, interact, and assist guests in a professional manner Identify and report defects throughout the Fitness & Wellness centre; notify maintenance teams immediately of hazards, injuries, equipment or processes that negatively affect the operations. To ensure that lockers are stocked with clean linen at all times and removing soiled items. To cover receptionist duties as and when required As a Fitness and Wellness Concierge, you will be working on a rotating shift basis, Monday to Sunday, 39 hours a week. Shift patterns will vary from morning and afternoon shifts (including weekends and bank holidays), so flexibility is required where applicable. To be a successful Fitness and Wellness Concierge candidate, you have experience within a luxury Spa environment or reception experience and are passionate about service and exceeding guest expectations. You have a strong understanding of systems and IT technology, are a strong team player and have excellent communication skills, both written and verbal. Previous Spa or Hotel experience in a 5-star environment is desirable but not essential. In return, you will receive an array of iconic benefits, such as: Excellent career progression with an iconic, luxury, global hotel brand. A lot of our colleagues joined us at the beginning of their career and are now leading their own teams and divisions. Fantastic learning and development opportunities for all levels of staff, with targeted development programs to get you ready for the next step in your career. 3 complimentary nights per year, increasing to 5 with length of service Discounted stays at our beautiful properties across the Group Access to discounts and deals with over 500 popular high street retailers, including discounted gym memberships and travel deals 50% F&B & Spa discount Complimentary Westfield Healthcare cash plan, children added at no extra cost Colleague Experience Stay in-house with breakfast included upon completed probation Friends & Family hotel rate and Spa discount 1 paid Charity Day per year to dedicate to a charity of your choice Season ticket loan & cycle to work scheme £750 recruitment referral bonus Free meals on duty & uniform dry-cleaning services Increased holiday entitlement with Length of Service, up to 33 days off Subsidized podiatry sessions with our incredible Bastien pedicurists Free Life Insurance benefits whilst in service Company pension plan Access to Hospitality Action's Employee Assistance Programme Employee Recognition Programmes Social, wellbeing, charity, and sporting events throughout the year SUSTAINABILITY AT MANDARIN ORIENTAL HYDE PARK, LONDON. Mandarin Oriental Hyde Park, London is a proudly certified Global Sustainable Tourism Council (GSTC) hotel. Corporate responsibility values are deeply ingrained in Mandarin Oriental's culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set out by the GSTC. We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction. We are committed to doing the right thing, every day. DIVERSITY & INCLUSION. We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate. All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated. ELIGIBILITY TO WORK IN THE UK. Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process. We're Fans. Are you?