Head Concierge — Luxury Guest Experience Leader

Mandarin Oriental

Calviá

On-site

EUR 70,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

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Job summary

Mandarin Oriental Punta Negra Mallorca seeks a Head Concierge to lead the Concierge Team and uphold the brand’s Legendary Quality Experience. The successful candidate will oversee daily operations, train staff, and ensure flawless guest service across all concierge requests.

Requirements include Clefs d’Or membership, at least five years in a luxury hotel concierge role, prior supervisory experience, strong English and Spanish, and extensive knowledge of Mallorca’s luxury scene.

Qualifications

minimum 5 years in a Concierge role within a luxury hotel
previous supervisory or managerial experience
expert knowledge of the local luxury scene, including high-end dining, exclusive events, and cultural landmarks
expert knowledge of VIP guest handling, personal shopping, and exclusive service arrangements

Responsibilities

To ensure smooth operations and exceptional service within the Concierge Team.
To lead, train and manage the Concierge Team, fostering a culture of excellence and continuous improvement.
To ensure customer satisfaction from pre arrival to post departure in accordance with the standards and procedures manual and the Legendary Quality Experience (LQE).
To ensure that the FLHSS standards are maintained and carried out. They must be monitored regularly to ensure maximum compliance with the MOHG health and safety audit.
To arrange and oversee guest requests such as reservations for dining, entertainment, transportation and special events, ensuring priority access for guests.
To ensure all guest requests are handled efficiently, from simple inquiries to highly personalised arrangements.
To provide detailed information on local attractions, cultural experiences, and shopping options, ensuring guests maximise their stay.
To oversee mail, messages, and parcels for both in-house and future guests.
To supervise the preparation of guest itineraries, ensuring customised experiences tailored to guest preferences.
To establish and maintain relationships with luxury service providers, such as restaurants, entertainment venues and personal shopping consultants.