Concierge Executive

Mandarin Oriental; Jakarta Pusat; On-site; IDR 100,440,000 - 178,560,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health Insurance

Retirement Plans

Duty Meals

Wellness Programme

Job summary

Mandarin Oriental Jakarta seeks a Concierge Executive to join our Front Office team. You will create memorable guest experiences by escorting luggage, communicating guest requests, and coordinating activities with airport and desk teams.

The role requires a year of luxury-hotel experience, excellent English and Indonesian, and strong guest-service skills to uphold our high standards of service. Chinese language skills are a plus, and weekend/holiday work is expected.

Qualifications

• Minimum 1 year experience in a luxury hotel
• Fluent in English and Indonesian
• Excellent communication and guest service skills
• Ability to multi-task and work well in a team

Responsibilities

• Escort guest luggage and coordinate guest requests
• Communicate information and handle guest inquiries
• Upsell in-house services and maintain guest profiles
• Coordinate with airport, front office and other departments

Skills

English proficiency

Indonesian communication

Guest service excellence

Teamwork

Education

High School Diploma or Equivalent

Job description

Concierge Executive

Mandarin Oriental Jakarta is looking for a Concierge Executive to join our Front Office team.

Are you a master of craft? Do you thrive 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.

Mandarin Oriental 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 legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Concierge Executive is responsible for the overall guest satisfaction by creating delightful hotel experience, which includes escorting guest luggage, communication of information and guest requests, familiar with the guest room technology and able to demonstrate, in contact with the airport and coordinating from the desk all activities . The Concierge Executive reports to the Concierge Manager.

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

1. Concierge & Services

Key Duties

• Consistently deliver service and product standards with a high degree of client care.
• Initiate contact with guests upon arrival and approach those needing assistance.
• Create meaningful conversations with guests to identify personal preferences and update guest profile history.
• Be knowledgeable of in-house and arriving guests, airport transfers, and daily hotel events/functions.
• Handle guest requests, complaints, and inquiries promptly and tactfully.
• Be familiar with all hotel facilities and actively upsell in-house services to guests.
• Assist guests with special arrangements, including transportation, reservations, and activities.
• Handle email correspondence for concierge requests and guest arrangements.

Supporting Responsibilities

• Uphold the hotel’s philosophy and culture through LQE and service pillars.
• Maintain grooming, hygiene, posture, and professional standards.
• Maintain congenial relationships within Front Office and with other departments.

2. Bell Services – Luggage & Transportation

Key Duties

• Record and manage all guest luggage in/out, ensuring accurate and timely delivery.
• Maintain cleanliness and organization of the luggage storeroom; conduct daily inventory.
• Offer attentive farewell service to guests, ensuring assistance until the vehicle departs.
• Ensure all guest transfers (arrival/departure) are correctly arranged, with cars available on time.
• Organize delivery or pick-up of guest items outside the hotel when required.

Supporting Responsibilities

• Ensure correct number of newspapers are ordered and delivered.
• Maintain professional communication with porters, reception, and PBX to ensure complete follow-up of guest requests.
• Support smooth operation of guest arrivals and departures.

3. Guest Services Associate – Communication & Administration

Key Duties

• Deliver messages, packages, and facsimiles within 10 minutes of receipt.
• Actively listen and accurately communicate guest requests to relevant departments.
• Be familiar with room product knowledge, including IT&T equipment.
• Handle email correspondence related to concierge services.
• Support administration for arrivals, departures, and guest transportation records.

Supporting Responsibilities

• Follow departmental policies, procedures, and Learning & Development standards.
• Carry out other reasonable duties assigned by the Head Concierge or Front Office Manager.
• Ensure guest preferences and requests are logged accurately for future reference.

As Concierge Executive, we expect from you:

Educational Background

• High School/ Diploma or Equivalent.

Experience

• Minimum of 1 year experience in luxury hotel, preferably within the hospitality industry.

Skills & Competencies

• Able to communicate written and spoken English and Indonesian.
• Excellent overall communication skills.
• Outgoing and enthusiastic personality.
• Able to multi-task and work under pressure.
• The ability to work well in a team environment.
• Able to stand for extended periods of time.

Technical Proficiency

• Must be professional and possess excellent presentation, organization, and effective time management skills.
• Must have very strong knowledge of the restaurants, bars, nightclubs, theatres and attractions in Jakarta.
• Flexible schedules and working hours; willingness to work weekends & holidays required.
• Knowledge of computers and systems
• Successful problem-solving skills.
• Excellent leadership skills and ability to motivate his/her team.
• Excellent overall proactive communication skills.
• Possess high degree of stamina, agility and flexibility.
• Ability to maintain a high degree of confidentiality.
• Outgoing and enthusiastic personality.

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.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.

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