Director of Operations

Mandarin Oriental Mayfair, London is looking for a Director of Operations to join our Executive Committee.

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.

Mandarin Oriental Mayfair, London is the newest jewel which has opened in the heart of Mayfair. It’s another world; an oasis of calm in the heart of the city, with the most attentive service. A world that’s all about our guests.

As a Director of Operations at Mandarin Oriental Mayfair, you will be responsible for:

• Complete handling of overall operations at the hotel;

• Providing strategic leadership and direction across all operational departments, including Rooms Division, Housekeeping, RB&E, Security, Spa and other designated hotel operations;

• Driving exceptional guest satisfaction and ensure the consistent delivery of Mandarin Oriental service standards, alongside FLHSS, LQA and Forbes audits;

• Leading, coaching and inspiring department heads to achieve operational excellence and foster a culture of engagement and high performance;

• Partnering closely with the General Manager and Executive Committee to develop and execute business strategies;

• Analysing operational and financial performance, implementing initiatives to improve productivity, profitability and service delivery;

• Ensuring effective labour management, budgeting and cost control while maintaining luxury service standards;

• Overseeing quality assurance programmes and ensure regulatory, health & safety and brand compliance requirements are met;

• Acting as a visible leadership presence throughout the hotel, building strong relationships with guests, colleagues and stakeholders;

• Leading hotel projects, change initiatives and operational improvements that enhance both the guest and colleague experience;

• Supporting succession planning and talent development initiatives, helping to build future hospitality leaders.

We would love to hear from you If you have:

• Significant senior leadership experience within a luxury hotel environment.

• Experience as a Hotel Manager, Director of Operations, Resident Manager or a comparable senior operational role.

• A strong understanding of luxury guest service excellence and operational best practices.

• Demonstrated success in leading large, multi-disciplinary teams.

• Strong commercial acumen with experience managing budgets, forecasting and operational performance.

• Exceptional people leadership, coaching and communication skills.

• The ability to build trusted relationships across all levels of the organisation.

• A collaborative approach combined with strong decision-making capability.

• A passion for creating memorable guest experiences and developing high-performing teams.

• 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…