Chief Concierge

About the job

Based at the Mandarin Oriental,
Hangzhou within Concierge Department in Hangzhou, the Chief Concierge
is responsible for leading the Concierge operations to deliver highly
personalized, anticipatory and memorable guest experiences, while upholding
the hotel’s service philosophy, brand standards and reputation as a leading
luxury destination. The Chief Concierge reports to the Director of Rooms
and Front Office Manager.

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

• Lead and manage
  the Concierge operations, ensuring exceptional and personalized services
  are delivered to all guests at all times
• Act as the hotel’s primary
  ambassador to guests, maintaining excellent relationships with local partners,
  cultural institutions, luxury brands, transport providers and destination
  management companies
• Personally engage with VIPs, long‑stay guests,
  repeat patrons and high‑profile individuals to understand preferences and curate
  bespoke experiences to ensure seamless follow‑up
• Support and reinforce
  the hotel’s service philosophy, Pillars and LQEs on a daily basis to drive guest
  satisfaction and achieve the hotel’s Mission Statement
• Ensure all guest
  requests, recommendations and arrangements (dining, entertainment, experiences,
  transportation, events and special occasions) are handled accurately,
  efficiently and discreetly
• Maintain deep knowledge of local
  attractions, dining, arts, culture, events and trends to continuously elevate
  the Concierge offerings
• Monitor guest feedback, service audits
  and incident reports related to Concierge services; identify improvement
  opportunities and implement corrective actions
• Manage the Concierge
  departmental budget, ensuring effective control of expenses and optimal
  allocation of resources
• Monitor cost efficiency while maintaining
  premium service quality and guest satisfaction
• Foster a positive,
  collaborative and service‑driven working environment aligned with the hotel’s
  cultural values

As Chief Concierge, we expect from
you:

• Minimum 5 years of relevant working experience
  and at least 2 years in managerial level or of similar capacity in a luxury
  hotel and hotel group
• Proven luxury hospitality experience in Concierge
  or Guest Services leadership
• Strong local knowledge, excellent
  communication and a genuine passion for personalized service

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.

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