Chief Concierge

Conservatorium Hotel; Punta Negra; Presencial; PEN 140,000 - 212,000; Jornada completa

Descripción de la vacante

A luxury hotel in Punta Negra seeks an experienced Chief Concierge to lead the Concierge team. Responsibilities include ensuring excellence in guest services, managing guest requests, and providing local expertise. Candidates should be members of the Clefs d’Or with at least 5 years in a luxury hotel Concierge role. Proficiency in English and Spanish is essential. This role offers a unique opportunity to immerse guests in a vibrant local experience.

Servicios

Learning and Development programmes

Formación

• Expert knowledge of the local luxury scene.
• Previous supervisory or managerial experience leading a Concierge team.
• Expert knowledge of VIP guest handling.

Responsabilidades

• Oversee daily operations of the concierge team.
• Lead, train, and manage the Concierge Team.
• Ensure customer satisfaction from pre-arrival to post-departure.
• Oversee transportation services and guest requests.

Conocimientos

Strong communication skills in English and Spanish

Strong IT skills

Strong negotiation and relationship management skills

Flawless discretion and confidentiality

High attention to detail

Strong decision-making skills

Educación

Member of the Clefs d’Or

Minimum of 5 years in a Concierge role

Herramientas

Concierge management systems (e.g., Alice, Alliants, Concierge Organizer)

Microsoft Office Suite

Descripción del empleo

Overview

Mandarin Oriental Punta Negra, Mallorca is looking for a Chief Concierge to lead our Concierge team.

Mandarin Oriental Hotel Group 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.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blends with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness — each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

As Chief Concierge, responsibilities

• Oversee daily operations of the concierge team, ensuring the highest standards of guest service and satisfaction.
• Lead, train and manage the Concierge Team, fostering a culture of excellence and continuous improvement.
• Ensure customer satisfaction from pre-arrival to post-departure in accordance with the standards and procedures manual and the Legendary Quality Experience (LQE).
• Maintain FLHSS standards and monitor compliance with the MOHG health and safety audit.
• Arrange and oversee guest requests (dining reservations, entertainment, transportation, special events) with priority access for guests.
• Manage all guest requests efficiently, from simple inquiries to highly personalised arrangements.
• Oversee transportation services, including private cars, airport transfers, and vehicle rentals.
• Provide detailed information on local attractions, cultural experiences, and shopping options to maximise guest stays.
• Oversee luggage handling and storage requests, ensuring guest belongings are handled with care.
• Oversee mail, messages, and parcels for both in-house and future guests.
• Supervise the preparation of guest itineraries, ensuring customised experiences tailored to guest preferences.
• Establish and maintain relationships with luxury service providers (e.g., restaurants, entertainment venues, personal shopping consultants).
• Perform other reasonable duties as required by the Rooms Division Manager.

As Chief Concierge, we expect from you

Experience and education

• Be a member of the Clefs d’Or, with a minimum of 5 years of experience in a Concierge role within a luxury hotel.
• Previous supervisory or managerial experience leading a Concierge team.
• Expert knowledge of the local luxury scene, including high-end dining, exclusive events, and cultural landmarks, luxury shopping to deliver exceptional and exclusive guest experiences.
• Expert knowledge of VIP guest handling, personal shopping, and exclusive service arrangements.

Technical Skills

• Strong communication skills in English and Spanish (additional languages are a plus).
• Strong IT skills, with proficiency in Windows OS, Microsoft Office Suite (Excel, Word, Outlook), and concierge management systems (e.g., Alice, Alliants, Concierge Organizer, etc.).
• Strong negotiation and relationship management skills, working with external vendors and service providers.
• Flawless discretion and confidentiality, ensuring privacy and security for high-profile guests.
• Strong understanding of SOPs, brand standards, and luxury hospitality service expectations.
• High attention to detail and a focus on maintaining quality service and operational excellence.
• Strong decision-making skills and accountability for departmental responsibilities.

Our commitment to you

• Learning & Development – Your success is our success. We craft unique learning and development programmes for various staff.