Concierge

Mandarin Oriental; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Mandarin Oriental, Kuala Lumpur invites applications for a Concierge within the Front Office. You will deliver personalized, exceptional guest services and handle guest requests efficiently in line with MO standards.

Based at our Kuala Lumpur property, the Concierge works with Bellmen, Doormen and Airport Representatives to ensure a seamless guest experience, maintains records, and supports colleagues during peak periods.

Responsibilities

• Assist in day-to-day operation of the Concierge Department and ensure total quality in guest services.
• Follow LQE policies, SOPs, MO Pillars, Vision, Mission and objectives.
• Participate in training, coaching and support Concierge colleagues.
• Carry out duties as assigned by Chief/Assistant Chief Concierge.
• Deliver genuine care and anticipate guest needs.
• Provide personalized, warm and efficient service while knowing hotel operations and local attractions.
• Coordinate with Front Office and other departments for seamless guest experience.
• Maintain records and follow up on guest requests.
• Demonstrate integrity, respect and accountability in interactions.
• Seek opportunities to improve guest experience and operational efficiency.

Job description

CONCIERGE

Mandarin Oriental, Kuala Lumpur is looking for a 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 recognized 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 Mandarin Oriental, Kuala Lumpur and within the Front Office Department, the Concierge is responsible for delivering personalized and exceptional Concierge services to our guests, ensuring that all guest requests and arrangements are handled efficiently and in accordance with the hotel’s objectives, performance and quality standards.

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

• To assist in the day‑to‑day operation of the Concierge Department, ensuring total quality management in all guest services provided by Concierge, Bellmen, Doormen and Airport Representatives.
• Ensure that LQE policies, SOPs, MO Pillars, Vision, Mission and objectives are followed through.
• Actively participate in training, coaching and supporting Concierge colleagues.
• Carry out any other duties and responsibilities as assigned by the Chief Concierge / Assistant Chief Concierge.

As Concierge, We Expect From You

• Demonstrate genuine care and a strong sense of interest in every guest interaction.
• Deliver personalized, warm and efficient service while anticipating guests’ needs.
• Be fully conversant with hotel operations, facilities, services and local attractions to provide accurate and relevant recommendations.
• Work closely with Front Office and other hotel departments to ensure seamless guest experience.
• Maintain accurate records and ensure all guest requests and arrangements are properly followed up.
• Demonstrate teamwork and actively support colleagues during busy operational periods.
• Take ownership of guest requests and follow through until completion.
• Demonstrate integrity, respect and accountability in all interactions with guests and colleagues.
• Continuously seek opportunities to improve the guest experience and operational efficiency.
• Ensure all services are delivered in accordance with Mandarin Oriental’s standards, LQE policies, SOPs, MO Pillars, Vision, Mission and objectives.
• Maintain a professional appearance and conduct at all times.
• Be flexible and willing to assist other areas of the Front Office Department when required.

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.
• Health & 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.

We’re Fans. Are you?