Director of Palace Operations

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 be responsible for 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, we expect from 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.

We’re Fans. Are you?

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Mandarin Oriental

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