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 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 hospitalit