Senior Concierge - Luxury Guest Experience Leader

Mandarin Oriental, Kuala Lumpur; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Learning & development programmes

MOstay programme

Health benefits

Job summary

Mandarin Oriental, Kuala Lumpur, is seeking a Senior Concierge to join our Front Office team. Based at our luxurious property, you will deliver personalised, high-touch concierge services to our guests and support the Concierge team in day-to-day operations.

The Senior Concierge will serve as a senior point of reference for colleagues and guests, ensure requests are handled efficiently, and embody MO’s standards of service, integrity and teamwork.

Qualifications

• Senior reference for colleagues and guests, ensuring requests are handled efficiently.
• Lead daily operations and provide direction to Concierge team.
• Deliver personalized, warm service per MO standards.

Responsibilities

• Assist in day-to-day operation of Concierge Department, ensuring total quality management in all guest services.
• Take an active leadership role in daily operation and provide guidance to Concierge colleagues.
• Provide personalised, warm and efficient service to all guests in accordance with Mandarin Oriental service standards.
• Take ownership of complex guest requests and ensure appropriate follow-up until completion.
• Assist guests with arrangements which hotel guests may request.
• Ensure prompt handling and delivery of forwarding items, safe storage and proper log recording.
• Ensure proper handling and management of guests’ luggage, with accurate records maintained.
• Assist in the induction and familiarisation of new Concierge colleagues.
• Act as a role model for service excellence, professionalism, teamwork and leadership within the Concierge team.
• Carry out any other duties and responsibilities as assigned by the Chief Concierge / Assistant Chief Concierge.

Skills

Guest service

Leadership

Team guidance

Local knowledge

Communication

Job description

Mandarin Oriental, Kuala Lumpur, is seeking a Senior Concierge to join our Front Office team. Based at our luxurious property, you will deliver personalised, high-touch concierge services to our guests and support the Concierge team in day-to-day operations.

The Senior Concierge will serve as a senior point of reference for colleagues and guests, ensure requests are handled efficiently, and embody MO’s standards of service, integrity and teamwork.