Assistant Chief Concierge

Mandarin Oriental; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Wellbeing benefits

EPF contributions

SOCSO & EIS

Public holidays

Staff events

Job summary

The Assistant Chief Concierge at Mandarin Oriental, Kuala Lumpur leads the Concierge Department within the Front Office, providing supervision, direction and guest‑service leadership aligned with hotel standards. You will report to the Chief Concierge and drive service excellence across all guest interactions.

You will supervise daily operations, support IMS policy implementation, train staff, manage OTPs, arrange tickets and transport, and ensure luggage handling, meet & greet at KLIA,

Responsibilities

• Assist in day-to-day operations of the Concierge Department; ensure total quality in guest services.
• Ensure effective implementation of the IMS policy and procedures.
• Ensure continuous training and awareness of the IMS system.
• Ensure OTPs are monitored and acted upon.
• Assume Chief Concierge responsibilities in their absence.
• Manage porte-cochere in cooperation with Duty Managers and the Director of Safety, Health & Security.
• Deliver forwarding items promptly, ensure safe storage and proper log recording.
• Manage guests’ luggage and maintain accurate records.
• Provide meet & greet services at KLIA and handle arrivals/departures to the hotel.
• Arrange air, bus and train tickets, documents, theatre tickets, car hires, tours and related requests.
• Plan and organize staffing to meet business needs.
• Maintain all physical areas in good condition and well-maintained.
• Coordinate with limousine, taxi contractors and car park operators to service guests efficiently.
• Assess colleagues’ performance appraisals under the guidance of the Chief Concierge/Concierge Manager.

Job description

ASSISTANT CHIEF CONCIERGE

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Mandarin Oriental, Kuala Lumpur is looking for an Assistant Chief Concierge to join our Front Office team.

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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.

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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.

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Mandarin Oriental, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall.

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About The Job

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Based at the Mandarin Oriental, Kuala Lumpur / within the Front Office Department in Kuala Lumpur, the Assistant Chief Concierge is responsible for providing supervision, direction and leadership for the Concierge Department in accordance with the objectives, performance and quality standards established and to be fully conversant with the hotel operations. The Assistant Chief Concierge reports to the Chief Concierge.

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

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• To assist in the day-to-day operation of the department. Ensuring total quality management in all guest services provided by Concierge, Bellmen, Doormen and Airport Representatives.
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• Ensure effective implementation of the IMS policy and procedures.
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• Ensure continuous training and awareness of the IMS system.
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• Ensure OTPs are monitored and acted upon.
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As Assistant Chief Concierge, We Expect From You

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• To assume responsibilities of the Chief Concierge in his absent.
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• Ensure proper management of porte-cochere in cooperation with the Duty Managers and Director of Safety, Health & Security.
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• Ensure prompt delivery of handling forwarding items, safe storage and proper log recording.
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• Ensure management of guests’ luggage and proper records are kept.
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• Ensure the efficiency in the meet & greet services at KLIA and the arrival & departure services to and from the Hotel.
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• Ensure proper service for guests requiring air, bus and train tickets, documents, theatre tickets, car hires, tours and any arrangement which the hotel guests may request are provided.
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• Plan and organizes manning to cope with the needs of the business.
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• Ensure that all physical aspects of the areas are under control and are always kept in good state of maintenance.
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• Liaise continuously with the limousine, taxi contractor and car park operator to ensure proper and efficient service is provided to our guest.
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• Assess colleagues’ performance appraisals under the guidance of the Chief Concierge/ Concierge Manager.
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Our commitment to you

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• 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.
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• 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.
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• 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.
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• EPF (Employees Provident Fund) contributions (higher than the norm)
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• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)
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• Public holiday entitlement based on Malaysian calendar
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• Exceptional rest area & colleagues engagement activities.
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We’re Fans. Are you?