Concierge Trainee - June

Mandarin Oriental Hotel Group Limited; Madrid; On-site; EUR 30,000 - 42,000; Full time

Job summary

Mandarin Oriental Ritz, Madrid is seeking a guest services professional to attend to guests from arrival to departure, delivering five-star service in line with MOHG standards and local luxury hospitality expectations.

You will provide expert information, anticipate needs, assist with reservations and confirmations, and coordinate with colleagues and the concierge team to ensure a memorable stay for every guest.

Responsibilities

• Attend all guests according to the Company and Hotel philosophy.
• Ensure customer satisfaction from the first interaction to departure in accordance to the MOHG Legendary Quality Experience (LQEs), the MOHG Pillars and the perspective service standards of MOQA.
• Respond properly to all guest requests using the proper communication skills.
• Provide a five-star service by showing and extensive knowledge of: All Hotel services, facilities, Madrid and Surrounding areas, Transportation, Restaurants, Attractions, Retails, Sightseeing and Cultural or Art Activities, etc...
• Create focused and clear conversation / Interaction with guest.
• Provide the guest with accurate information.
• Personalize any interaction with guest to delight and gain fidelity and loyalty.
• Identify guest request and be proactive by anticipating their needs.
• Assist guest with recommendations, bookings, and confirmations.
• Record properly all the guest request and confirmation via front desk systems (e.g Alice, Infor, Hotsos).
• Ensure an efficient follow up to all guest requests or experiences.
• Ensure an efficient and clear communication with colleagues, other department and concierge's service provider.

Job description

The Company:

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has under development 46 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel:

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel's historic connections to the city, Spanish culture and art.With a stunning and meticulous restoration that celebrates César Ritz's pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain's most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Responsabilities:

• Attend all guests according to the Company and Hotel philosophy.
• Ensure customer satisfaction from the first interaction to departure in accordance to the MOHG Legendary Quality Experience (LQEs), the MOHG Pillars and the perspective service standards of MOQA.
• Respond properly to the all guest requests using the proper communication skills.
• Provide a five-star service by showing and extensive knowledge of: All Hotel services, facilities, Madrid and Surrounding areas, Transportation, Restaurants, Attractions, Retails, Sightseeing and Cultural or Art Activities, etc...
• Create focused and clear conversation / Interaction with guest.
• Provide the guest with accurate information.
• Personalize any interaction with guest to delight and gain fidelity and loyalty.
• Identify guest request and be proactive by anticipating their needs.
• Assist guest with recommendations, bookings, and confirmations.
• Record properly all the guest request and confirmation via front desk systems (e.g Alice, Infor, Hotsos).
• Ensure an efficient follow up to all guest requests or experiences.
• Ensure an efficient and clear communication with colleagues, other department and concierge's service provider.

La compañía

Mandarin Oriental Hotel Group, galardonado propietario y operador de algunos de los hoteles y resorts más prestigiosos del mundo. El Grupo ahora opera o tiene en desarrollo 46 hoteles con más de 11,000 habitaciones en 25 países en destinos clave de negocios y placer.

El Hotel

Los reconocidos diseñadores parisinos Gilles & Boissier, han creado un sofisticado diseño residencial para las 100 habitaciones y 53 suites, incluyendo varias suites especializadas únicas, con elementos de diseño únicos inspirados en las conexiones históricas del hotel con la ciudad, la cultura española y el arte. Con una impresionante y meticulosa restauración que celebra el espíritu pionero de César Ritz, una prestigiosa ubicación central, cinco restaurantes y bares supervisados por uno de los chefs más famosos de España y excepcionales instalaciones de ocio y bienestar, Mandarin Oriental Ritz, Madrid se convertirá en el hotel más lujoso de la ciudad.

Responsabilidades:

• Atender a todos los huéspedes de acuerdo a la filosofía de la Empresa y del Hotel.
• Garantizar la satisfacción del cliente desde la primera interacción hasta la salida, de acuerdo con la Experiencia de Calidad Legendaria (LQE) de MOHG, los pilares de MOHG y los estándares de servicio de MOQA.
• Responda adecuadamente a todas las solicitudes de los huéspedes utilizando las habilidades de comunicación preescritas por MOHG.
• Brindar un servicio cinco estrellas mostrando un amplio conocimiento de todos los servicios del Hotel, instalaciones, Madrid y alrededores, Transporte, Restauración, Atracciones, Comercio, Turismo y Actividades Culturales o Artísticas, etc...
• Cree una conversación / interacción enfocada y clara con el huésped.
• Proporcionar al huésped información precisa.
• Personaliza cualquier interacción con el huésped para deleitar y ganar fidelidad y lealtad.
• Identifique las solicitudes de los huéspedes y ser proactivo anticipándose a sus necesidades.
• Ayudar a los huéspedes con recomendaciones, reservas y confirmaciones.
• Registre correctamente todas las solicitudes y confirmaciones de los huéspedes a través de los sistemas de recepción (por ejemplo, Alice, Infor, Hotsos).
• Asegurarse de hacer seguimiento eficiente de todas las solicitudes o experiencias de los huéspedes.
• Asegurarse de tener una comunicación eficiente y clara con los colegas, otros departamentos y el proveedor de servicios de Conserjería.