Concierge Operations Lead: Luxury Guest Experience

Mandarin Oriental, Hong Kong; Hong Kong; On-site; HKD 368,000 - 369,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

Retirement Plans

Job summary

Mandarin Oriental, Hong Kong is seeking an Assistant Concierge Manager to lead the Concierge team and oversee daily operations in the luxury hotel environment. You will supervise staff, handle guest inquiries with poise, and collaborate with Front Office, Housekeeping and Food & Beverage to deliver seamless guest journeys.

You should have at least four years of Concierge experience in a luxury hotel, fluent English, Cantonese and Putonghua, and a passion for delivering exceptional guest

Qualifications

• Minimum 4 years of relevant experience in Concierge operations, preferably in a luxury hotel environment.
• Excellent written and spoken English, Cantonese and Putonghua.
• Extensive knowledge of local attractions, dining, entertainment and destination services.
• Strong communication and interpersonal skills with the ability to build effective relationships with guests, colleagues and business partners.
• Proficient in hotel property management systems and Concierge-related applications.
• Service-oriented, proactive and detail-minded, with a passion for delivering exceptional guest experiences.

Responsibilities

• Oversee the Concierge teams to deliver exceptional, personalized, and seamless guest experiences.
• Manage all guest enquiries and complaints, ensuring prompt resolution and effective service recovery.
• Oversee all Concierge operations, including transportation, limousine services, airport transfers, baggage handling, courier services, and destination recommendations.
• Maintain a strong presence in the lobby and public areas, acting as a key point of contact for guests and providing hands-on service leadership.
• Monitor daily arrivals, departures, VIP movements, and special requests to ensure flawless execution and guest satisfaction.
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure a seamless guest journey.
• Maintain strong relationships with external partners and local service providers to enhance guest experiences.
• Promote hotel facilities and services to maximize guest satisfaction, loyalty, and revenue opportunities.

Skills

English

Cantonese

Putonghua

Education

Diploma or equivalent

Tools

Hotel PMS systems

Job description

Mandarin Oriental, Hong Kong is seeking an Assistant Concierge Manager to lead the Concierge team and oversee daily operations in the luxury hotel environment. You will supervise staff, handle guest inquiries with poise, and collaborate with Front Office, Housekeeping and Food & Beverage to deliver seamless guest journeys.

You should have at least four years of Concierge experience in a luxury hotel, fluent English, Cantonese and Putonghua, and a passion for delivering exceptional guest