Pool Manager

Guest Experience

• Ensure all guests receive warm, personalized, and intuitive service
  in accordance with Mandarin Oriental's legendary service standards.


• Create memorable poolside experiences by anticipating guest needs
  and exceeding expectations whenever possible.
• Build positive
  relationships with guests, recognizing repeat guests and their preferences.


• Address guest feedback, concerns, and service recovery situations promptly
  and professionally.
• Maintain a visible presence in the operation,
  interacting regularly with guests and colleagues.

Operational
Excellence

• Oversee the daily operation of the Pool facility,
  ensuring seamless service delivery and exceptional standards at all times.


• Ensure all pool areas, including cabanas, sun loungers, service stations,
  and recreational facilities, are maintained in immaculate condition.


• Conduct regular inspections to ensure compliance with operational standards,
  cleanliness requirements, and maintenance expectations.
• Coordinate
  closely with Housekeeping, Engineering, Security, and other departments
  to ensure the smooth operation of the Pool.
• Monitor and maintain
  the quality, presentation, and availability of all guest amenities.

Leadership and Colleague Development

• Lead, coach, motivate,
  and inspire colleagues to achieve departmental goals and deliver exceptional
  guest experiences.
• Promote the Mandarin Oriental culture, values,
  and guiding principles through daily leadership practices.
• Conduct
  daily line-ups, departmental briefings, and operational meetings.


• Identify training and development opportunities and ensure continuous
  learning within the team.
• Participate in recruitment, onboarding,
  performance evaluations, coaching, and succession planning initiatives.


• Foster a positive, inclusive, and engaging work environment that encourages
  teamwork and accountability.

Health, Safety, and Risk
Management

• Ensure full compliance with all local health, safety,
  sanitation, and licensing requirements.
• Maintain a safe environment
  for guests and colleagues through regular monitoring of pool operations
  and facilities.
• Ensure emergency procedures and incident response
  protocols are understood and implemented by all colleagues.
• Monitor
  the proper handling and storage of pool chemicals, equipment, and operational
  supplies.
• Investigate and document accidents, incidents, and guest
  concerns in accordance with company procedures.

Financial
Management

• Assist in preparing and managing the annual operating
  budget for the Pool.
• Monitor departmental expenses, labor productivity,
  and operating costs to achieve financial objectives.
• Manage staffing
  levels in line with business needs and service standards.
• Control
  inventory, supplies, and equipment to minimize waste and maximize
  efficiency.
• Support revenue-generating initiatives and promotional
  activities designed to enhance the guest experience and departmental
  performance.

Quality and Brand Standards

• Ensure
  compliance with all Mandarin Oriental policies, procedures, and brand
  standards.
• Continuously evaluate and improve service delivery
  and operational processes.
• Drive Forbes Travel Guide, LQA, and Mandarin
  Oriental quality standards within the department.
• Promote innovation
  and best practices that enhance both guest satisfaction and operational
  efficiency.
• Champion sustainability initiatives and environmentally
  responsible practices within the operation.

Qualifications & Experience

• Bachelor's Degree
  in Hospitality Management, Hotel and Restaurant Management, Business
  Administration, or a related discipline preferred.
• Minimum three (3)
  years' experience in a leadership role within Pool Operations, Recreation, Food
  & Beverage, or a related hospitality environment.
• Previous experience
  within a luxury hotel, resort, or internationally recognized hospitality brand
  preferred.
• Experience leading multidisciplinary teams in a high-volume
  guest-focused environment.
• Strong knowledge of luxury hospitality
  operations and guest service standards.
• Understanding of pool
  operations, recreational facility management, and safety procedures.


• Knowledge of budgeting, labor management, and inventory control.


• Proficient in Microsoft Office applications and hotel operating
  systems.