Position Description

Supervisor

Position Title: Bar Supervisor

Position Level: Supervisor – Level 7

Reports To: Bar Manager/ Assistant Bar Manager

Supervises: Bartender, Host. Cashier, Waiter, Barback

Location:

Areas Covered: Areas and departments covered

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the
world’s most prestigious hotels and resorts. The Group now operates or has under
development 41 hotels with more than 11,000 rooms in 25 countries in key business and
leisure destinations.

(This section need to be updated as necessary, in line with company growth)

Strategic Intent

It is the mission and intent of this position that the incumbent will provide the highest level of
customer service to all guests, to ensure the guest experience is one that is beyond the
expectations of the guest and aligned with our Legendary Quality Experiences.

Scope of Position

The Bar supervisor will ensure the highest level of guest satisfaction through the accurate and
timely recording and serving of all guest orders. The incumbent should be able to anticipate
guest needs and address them accordingly in order to provide guests with a delightful
experience as well as work in accordance with the service standards set forth by the
management team.

Organisational Structure

The Bar Supervisor reports directly to the Bar Manager and the Assistant Bar Manager. The
bartender, host, cashier, waiter and bar-back all report to the Bar Supervisor.

Duties and Supporting Responsibilities

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Administration
 Must have good food and beverage knowledge
 Start and finish shifts at the correct time
 Must be able to set up tables for all meal periods
 Must be able to set up service stations
 Must be familiar with all billing procedures
 Must be capable of handling all relevant equipment
 Attend daily meetings
 Attend all mandatory training sessions arranged by MO
 Monitor and supervise small VIP/private dining functions that are not handled by
banqueting
 Ensure correct quality, presentation and delivery of all dishes and drinks
 Perform all administrative tasks designated to him/her by management

Human Resources/ Colleagues

 Supervise F&B service by directing and supporting his/her colleagues
 Ensure that the restaurant is adequately staffed during his/her shift and to notify
his/her superior of any shortages
 Identify and carry out any specific training and development needs among the team

Maintaining Standards
 Support company's philosophy and company culture through the use of Legendary
Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement
of our Mission Statement
 Support company's philosophy and company culture through the use of Departmental
Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the
achievement of our Mission Statement
 Support company's philosophy and company culture through the use of Guiding
Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the
achievement of our Mission Statement

Guest Service
 Taking reservations accurately where necessary while keeping track of guests
preferences
 Greeting and seating guests according to MO standards
 Presenting the menu correctly to each guest
 Taking orders from all guests in line with restaurant policy
 Offering suggested up-selling based on outlet policy
 Serving food and beverages according to MO standards
 Clearing plates and tables and ensuring general table maintenance throughout the
meal
 Presenting the bill
 Ensuring guest satisfaction
 Handling special requests from guests and VIPs
 Handling guest complaints

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 Bidding guests farewell

 Anticipating the guests’ needs

Hygiene and Cleanliness

 Ensure that hotel grooming and hygiene standards are being maintained, enhancing a
professional image
 Ensure that the environment of the outlet is being maintained to MO standards

Health and Safety

 Be aware of, and comply with, safe working practises as laid down under FHLSS.
This will include your awareness of any specific hazards at your work place
 Be aware of, and comply with local and relevant Food Acts.
 Wear any appropriate protective clothing provided by or recommended by the Hotel.
 Report any defects in the building, plant or equipment according to the Hotel
procedures.
 Ensure any accidents to colleagues, guests or visitors are reported in accordance with
Hotel procedures.
 Attend all statutory fire training and to be fully conversant with and abide by all rules
concerning, fire, health & safety.
 Be aware of Fire safety plans
 Adhere to Safe&Sound procedures regarding Health & safety
 Adhere to Safe&Sound procedures regarding HACCP standards
 Attend any training deemed appropriate by your Head of Department

Success Profile for this role (hotel competencies)

Purpose
Customer Focus
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer
information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes
and maintains effective relationships with both internal and external customers and gains their trust and respect.

Managing Vision & Purpose

Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is
optimistic; creates mileposts and symbols to rally support behind the vision and can inspire and motivate the team. Makes
the MOHG mission and vision sharable by everyone and embodies our Guiding Principles.

Process
Drive for Results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line
oriented; steadfastly pushes self and others for results.

Functional & Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Listening
Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others
even when he/she disagrees.

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Time Management
Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets
more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.

Timely Decision Making

Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to
make a quick decision, especially when it impacts a guest.

People

Developing Others
Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each
person's career goals; constructs compelling development plans and executes them; encourages people to accept
developmental moves; will take on those who need help and further development; cooperates with the developmental and
talent management system in the organisation; is a people builder.

Interpersonal Savvy
Relates well to all kinds of people, up, down, and sideways, inside and outside the organisation; builds appropriate rapport;
builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations
comfortably.

Motivating Others
Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project
members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down;
empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her
work is important; is someone people like working for and with.

Directing Others
Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a
well-planned and organised manner; maintains two-way dialogue with others on work and results; brings out the best in
people; is a clear communicator.

Fairness to Direct Reports

Treats direct reports equitably; acts fairly; has candid discussions; doesn't have hidden agenda; doesn't give preferential
treatment. Provides timely and appropriate feedback.

Personal
Ethics & Values
Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts
in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Integrity & Humility

Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws. Can get things done
quietly without unnecessary noise; is careful to make others comfortable; is authentic; helps others save face in difficult
situations; maximises the contribution of all; encourages the expression of viewpoints from all concerned; is modest and
self-effacing; respects the views of others.

Self Development
Is personally committed to and actively works to continuously improve him/herself; understands that different situations and
levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and
limits. Picks up on the need to change personal, interpersonal, and managerial behaviour and seeks feedback.

Composure
Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered
mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the
unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

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Requirements

Mandatory

 Have a minimum of 2 years experience in a luxury establishment

 Have a keen interest in food and the culinary ambitions of the establishment.
 Willing to work a flexible schedule and holidays.
 Work in a safe, prudent and organized manner
 Have an in-depth knowledge of food and preparation
 Have a good knowledge of wine and beverages
 Be able to relate to all levels of guests and management
 Have the ability to handle multiple tasks at one time
 Have excellent communication and organization skills
 Be able to consistently delight and satisfy our guest
 Have the ability to handle guest requests in a detailed manner
 Reading, writing and oral proficiency in the English language
 Professional appearance and demeanor at all times
 Have mathematical skills, computer software aptitude (as required) and some hotel
operation knowledge
 Be aware and adhere to key MOHG competencies:
o Delighting our Clients
o Working together as Colleagues
o Promoting a Climate of Enthusiasm
o Being the Best
o Delivering Shareholder Value
o Playing by the rules
o Acting with responsibility

Desirable

 Actively looking to be ‘Best in class’

 Actively looking to use the career development within MOHG
 Desire to understand and research competition
 Committed to improvement and knowledge of hospitality outside work.
 Multi-lingual
 Knowledge of specific hospitality industry applications is desirable

Mandarin Oriental reserves the right to add, delete, change or modify the job duties and
responsibilities described in this Job Description, at the companies discretion, with
appropriate notice.

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