Mandarin Oriental

Posted

Chief Concierge / Concierge Manager

About the job

Responsibilities:

Ensure that Legendary Quality Experience, policies, mission, vision and objectives are followed through
Responsible for the efficiency of Concierge Team which includes Porter and Transportation Services
Handles guests queries/complaints related to Rooms in a prompt and efficient manner, informing the Hotel Duty Manager when necessary
Establish and maintain operation standards. Initiates new procedures to increase efficiency, productivity and maximum guest comfort and satisfaction
Ensure effective manning at all times to maximize productivity and business demands
Perform all aspects of personnel and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action, monitor performance, etc
Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of all colleagues
Mainly responsible in upholding LQE and CQE standards within the Concierge Department
Responsible for departmental requisitions
Plan and administer the duty roster on a weekly basis. Ensuring that casual cost is within budget
Knowledge of hotel’s emergency procedure or BCP (Business Continuity Plan)
Knowledge of the names and designations of key personnel within the MOHG
Interview potential candidates for vacancies in Concierge department and recommend accordingly
Appraise colleagues annually within the Section and recommend confirmation/promotions
To undertake and promptly discharge any other assignments which may not be specifically mentioned above and may be given from time to time by the Management
Maintain complete and readily accessible files and records necessary for effective operations and future references including FLHSS
Participate and be actively involved in Les Clefs d’Or activities to ensure good connections and network of information are maintained and enhance

Requirements:

High School Diploma or equivalent
Bachelor Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management is an advantage
Minimum 5 year of experience working in a 5-star hotel environment
A minimum of 3 years of Concierge experience in a luxury hotel
Strong command of MS Office products, GoConcierge, and Hotsos
Must be member of Clefs d’Or