Head Concierge | Luxury Front Office Excellence

Mandarin Oriental Hotel Group Limited; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Learning & Development

MOstay

Health & Colleague Wellness

EPF contributions

SOCSO & EIS

Public holiday entitlement

Colleague engagement activities

Job summary

Mandarin Oriental Kuala Lumpur is seeking a Chief Concierge to join our Front Office team. Based at the Mandarin Oriental, 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.

Responsibilities

• 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
• 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
• 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.

Job description

Mandarin Oriental Kuala Lumpur is seeking a Chief Concierge to join our Front Office team. Based at the Mandarin Oriental, 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.