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Mandarin Oriental Hotel Group

Posted on August 8, 2018

3 - 4 years Dubai - United Arab Emirates

Secondary School(Academic / General). Any Nationality

Opening 01

Job Description

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Managerial: Have a good understanding of the outlets concept, menus and all other facilities the hotel offers in order to recommend and verbally explain those to the guests. Enforce and monitor that all operational standards, as per our policies, SOP and quality measures are in place at all times. Extensive knowledge of wines, particularly details about grapes varieties, harvest times, origin of the wine, structure, aroma, flavour and fermentation process. Support the Assistant Manager and Supervisors in taking wine orders, serving and decanting wine and if necessary assisting in the service. Support the Bar and Beverage Manager to create wine lists for all outlets and maintain and rotate wine stock levels. Provide adequate wine suggestions depending on the guest preferences and give recommendation in a positive and friendly manner, by promoting and up selling wines, if appropriate. Regularly conduct trainings for the Restaurant and Bar Teams. Overlook with the Bar or Restaurant Manger the monthly Inventory and HACCP standards in Bars and Restaurants. Assist the Bar and Beverage Manager to maintain and organize appropriate stock levels and sufficient inventory for daily usage and monitor the wine cellar conditions to ensure optimal storage such as updating the bin numbers and following up with the corresponding beverage system. Ensure all glass inventory and utensils needed for wine service are in proper conditions at all time and list all broken items into the outlet breakage list and follow up all maintenance defaults affecting service. Constantly identify areas for improvement in service and beverage quality through member and guest s comments, comment cards and incident reports and share observations and recommendations with the Director of Restaurants and perform any other reasonable duties as required. Support the Bar and Beverage Manager in carrying out regular detailed analysis of wine related sales throughout the hotel. Work very closely with the Bar and Beverage Manager as well as with the Stewarding Management to coordinate sourcing and other related matters. Support the Bar and Beverage Manager in any other beverage related matters as required throughout the hotel.
Colleague Relations: Work closely with all Managers to keep them promptly and fully informed of all relevant wine matters. Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks and assist colleagues in ensuring general table maintenance during wine service. Provide direction and support to all colleagues at any time, particularly with wine related matters
Guest Relations: Consult guests proactively on any wine related matters and provide recommendations that suit their requirements. Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest. Personally monitor and follow through on any requirements of VIP guests who are in Mandarin Oriental. Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA. Handle effectively any kind of customer complaints being verbal or written. Deliver highly personalized service to guests by taking wine preferences in consideration and act upon them whenever known.
Education & Certificates High School qualification or equivalent. Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred. WSET Level 2 or equivalent certificate or diploma.
Experience Minimum 3 years experience working as a professional Sommelier in a luxury hotel or high-end restaurant. International work experience in at least two of the following regions: Asia, Europe, North America and preferably Middle East. Restaurant pre-opening or renovation experience is preferred.
Skills Ability to understand guest needs and to deliver superior customer service. Ability to work long hours with a strong focus on operational excellence. Familiar with restaurant point of sales and cashiering procedures is preferred. Perform job with attention to details and the ability to organize and handle multiple tasks. To have a thorough knowledge of the full wine list and beverage list and to be able to pair food with wine and other drinks. Knowledge of Fine Dining service procedures and standards procedures is preferred. Ability to understand the flow of service and support colleagues. Proven ability to successfully support the management to motivate and lead a diverse team. Ability to handle multiple tasks effectively. Competent computer skills including MS Office or equivalent.

Hotels / Hospitality

Chefs / F&B / Housekeeping / Front Desk


Hospitality Customer Service Operational Excellence Customer Satisfaction Customer Complaintsiness Management Guest Relations Supervisor Inventory


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Mandarin Oriental Hotel Group

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