Head Concierge & Guest Experience Leader

Mandarin Oriental, Kuala Lumpur; Kuala Lumpur; On-site; MYR 134,000 - 201,000; Full time

Benefits offered by this job

MOstay programme

Health benefits

EPF contributions

SOCSO & EIS

Public holidays

Job summary

Mandarin Oriental, Kuala Lumpur is seeking a Chief Concierge to lead the Front Office Concierge Department. You will supervise day-to-day operations, drive guest recognition, and ensure service excellence across Concierge, Bellmen, Doormen and Airport Representatives.

You will train and coach staff, maintain profiles and city knowledge, and uphold IMS policies, SOPs and MO Pillars to deliver extraordinary guest experiences in a luxury setting.

Qualifications

• Experience leading a Concierge/Front Office team in a luxury hotel setting.
• Strong guest-relations and communication skills with a focus on service excellence.
• Ability to manage budgets, policies, and standards across the department.

Responsibilities

• Oversee day-to-day operation of the Concierge Department and related guest services.
• Lead training and development of Concierge, Bellmen, Doormen and Airport Representatives.
• Ensure compliance with IMS policies, SOPs and service standards.

Skills

Guest service management

Team leadership

Front Office operations

Job description

Mandarin Oriental, Kuala Lumpur is seeking a Chief Concierge to lead the Front Office Concierge Department. You will supervise day-to-day operations, drive guest recognition, and ensure service excellence across Concierge, Bellmen, Doormen and Airport Representatives.

You will train and coach staff, maintain profiles and city knowledge, and uphold IMS policies, SOPs and MO Pillars to deliver extraordinary guest experiences in a luxury setting.