Concierge Agent

Guest Service &
Experience

• Provide warm, professional,
  and personalized service to all guests at all times.
• Anticipate
  and respond to guest needs, preferences, and special requests.
• Deliver
  accurate information about hotel facilities, services, and local
  attractions.
• Ensure all guest interactions reflect Mandarin Oriental’s
  philosophy of intuitive, refined, and anticipatory service

Concierge Services & Arrangements

• Arrange
  transportation (airport transfers, limousine services, car rentals).


• Assist with restaurant reservations, entertainment bookings, and event
  tickets.
• Provide curated recommendations for dining, shopping,
  lifestyle, and cultural experiences in Makati and Metro Manila.


• Organize personalized itineraries and experiences for guests.


• Ensure all bookings and arrangements are executed accurately
  and efficiently.

Guest Relations & Service Recovery

• Handle guest inquiries, requests, and concerns
  with professionalism and urgency.
• Take ownership of guest issues
  and ensure timely resolution or escalation.
• Follow up on guest requests
  to ensure satisfaction and completion.
• Maintain a high level
  of discretion and confidentiality when handling guest information.

Pre-Opening Responsibilities

• Participate in training programs, SOP familiarization, and service culture
  workshops.
• Assist in building a comprehensive database of trusted local
  partners and attractions.
• Take part in mock operations, role plays,
  and system testing.
• Support the setup and organization of the Concierge
  desk and work areas.
• Demonstrate flexibility in undertaking pre-opening
  tasks as assigned.

Vendor & Partner Coordination

• Work with approved vendors for transportation, tours,
  dining, and other services.
• Ensure all third-party providers meet
  Mandarin Oriental’s standards for quality, safety, and service.


• Maintain updated knowledge of partner offerings, pricing,
  and availability.
• Ensure transparency and adherence to hotel policies
  when recommending services.

Communication &
Coordination

• Coordinate closely with Front Office,
  Guest Relations, Housekeeping, and F&B teams.
• Communicate guest
  preferences and special arrangements clearly across departments.


• Maintain accurate records of guest requests and concierge transactions.


• Ensure proper handover between shifts.

Financial
& Administrative Duties

• Ensure accurate documentation
  and posting of concierge-related charges.
• Assist with handling guest
  payments, billing, and vouchers where applicable.
• Follow hotel policies
  on commissions, gratuities, and vendor transactions.
• Maintain organized
  records of reservations and guest arrangements

Safety, Security & Compliance

• Adhere to hotel
  safety and security procedures at all times.
• Report any suspicious
  activity or incidents immediately.
• Ensure all recommended services
  comply with safety and legal requirements.
• Maintain guest privacy
  and data confidentiality.

Why Join Us?

Mandarin Oriental
offers a world-class environment where your expertise, creativity,
and leadership will shape the legacy of our return to Manila. You will be part
of a dynamic preopening team committed to excellence, innovation, and authentic
Asian hospitality.

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.

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