Chief Concierge 礼宾司

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?