Chief Concierge

Mandarin Oriental, Guangzhou is looking for a Chief Concierge to join our Front Office Department team.

Do you want to deliver the exceptional? Work 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, every day, everywhere.

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 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, The Mandarin Cake Shop and The Loft. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquility in nine private treatment rooms.

About the job

Based within the Front Office Department in Guangzhou, the Chief Concierge is responsible for providing direction, supervision and leadership to Concierge team in accordance with the objectives, performance and quality standards established by the hotel. The Chief Concierge reports to the Front Office Manager / Assistant Director of Rooms.

As Chief Concierge, you will responsible for the following duties:

• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and colleague commitment.
• Closely monitor individual colleague’s performance and proactively provide feedback, training, coaching and mentoring if appropriate. Responsible for colleague performance appraisal and development plan. Ensure standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations.
• Identify training needs of the department and establish effective training programs to ensure service standards and colleagues’ knowledge are met with required standards.
• Liaise with Learning and Development team when planning and reviewing the training needs
• Have in depth knowledge of directions, travel time, cost and various forms of transportation. Provide clear directions and information for all guests travelling outside the hotel
• Maintain a good relationship with local community and service vendors to enable a smooth arrangement of tickets for theatre, sporting events, festival, exhibition, local attractions, transportation etc. as well as arranging table reservations at famous restaurants
• As the hotel ambassador always maintains an alert posture at hotel lobby be ready to offer sincere and warm services to guests
• Work with and cooperate with Assistant Manager on handling any guest complaints and emergency situations tactfully and ensure guest satisfaction is attained with a good balance of interest of the company. Always share, report and consult with Assistant Director of Rooms of any guest complaint/ comment/ recommendation
• Familiar with Concierge related IT&T systems and take part in any system related activities
• Arrange monthly meetings with service vendors to review the results of the guest satisfaction and seek ways to continually to keep us the best
• Attend departmental daily briefing, monthly team meeting, departmental meeting and/ or other meetings upon request by superior
• Control costs and be knowledgeable on all monthly and annual targets as well as expenses. Be always creative, positive and proactive in recommending ways of achieving better business results
• Always maintain a good work relationship with other departments

As Chief Concierge, we expect from you:

• At least 6 years of relevant experience in luxury hotel, of which 3 years in a similar capacity
• Member of Clefs d'Or
• Excellent leadership and interpersonal skills
• Professional appearance, demeanor, and etiquette
• Has a long-term vision and foresight, along with outstanding organizational and management skills
• Strong sense of responsibility and execution can decisively deal with complaints and emergencies.
• Fluent in spoken English, Mandarin

Our Commitment to you

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 work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Competitive Benefits Package.

We’re Fans. Are you?