Chief Concierge

Mandarin Oriental; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

EPF (Employees Provident Fund)

SOCSO & EIS

Public holiday entitlement

Rest area & engagement activities

Job summary

Mandarin Oriental, Kuala Lumpur is seeking a Chief Concierge to lead the Concierge Department within the Front Office team. You will supervise guest services, maintain high standards and drive quality throughout day-to-day operations for a luxury urban resort located near KLCC.

The role requires strong leadership, guest relations expertise, and a strategic focus on service excellence, with responsibility for budget and staff development in a globally recognised property.

Responsibilities

• Oversee day-to-day operation of the Concierge Department and ensure quality service from Concierge, Bellmen, Doormen and Airport Representatives.
• Implement IMS policy and procedures and maintain training on the IMS system.
• Identify areas for improvement through CPAR or suggestions and ensure legal and regulatory compliance.
• Manage departmental budget and ensure efficient, profitable Front Office operations including Duty Manager, Front Desk, Guest Recognition and MO Shop.
• Coordinate with Duty Managers and Senior Security Officer for porte-cochere management and respond to guest preferences recording in profiles.
• Maintain an up-to-date city information database and ensure availability of brochures, maps and guest information.
• Provide ticketing, travel arrangements and other guest services as requested.

Job description

CHIEF CONCIERGE

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

CHIEF CONCIERGE

Mandarin Oriental, Kuala Lumpur is looking for a Chief Concierge 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. 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.

About The Job

Based at the Mandarin Oriental, Kuala Lumpur / within the Front Office Department in Kuala Lumpur, the Chief Concierge is responsible to provide 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 Chief Concierge reports to the Front Office Manager.

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

• To be fully responsible for the successful day-to-day operation of the department. Ensuring total quality management in all guest services provided by Concierge, Bellmen, Doormen and Airport Representatives.


• Ensure effective implementation of the IMS policy and procedures


• Ensure continuous training and awareness of the IMS system


• Identify areas of improvement through CPAR or suggestions


• Ensure operational compliance to legal regulations and other requirements


• Identification of new activities that are in relation to EASI and HIRADC

As Chief Concierge, We Expect From You

• Responsible for the efficiency and profitable functioning of the Front Office which includes Duty Manager, Front Desk, Guest Recognition, Concierge, Club Floor, Telecommunication and Business Centre/ MO Shop operations


• Ensure proper management of porte-cochere in cooperation with the Duty Managers and Senior Security Officer


• Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history


• Have an in-depth knowledge of directions, travel time, cost and various forms of transportation


• Maintain a constantly updated database with extensive information about city highlights


• Maintain a consistent and sufficient level of brochures, maps and handouts


• Be knowledgeable of all in-house and arriving guests


• Be aware of all daily events in the hotel


• 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


• Be responsible for and accountable for the department operating budget


• Ensure that LQE policies, SOP, MO Pillars, Vision, Missions and objectives are followed through


• Train, coach and support the concierge colleagues

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.


• EPF (Employees Provident Fund) contributions (higher than the norm)


• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)


• Public holiday entitlement based on Malaysian calendar


• Exceptional rest area & colleagues engagement activities.

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