Chief Concierge

Marco Polo Ortigas Manila; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Marco Polo Ortigas Manila is seeking a Chief Concierge to oversee the concierge operations and maximize guest satisfaction. The role requires extensive knowledge of local area resources and ensuring seamless guest experiences.

The ideal candidate will lead a team, identify training needs, and coordinate transportation and special services while maintaining high service standards in a luxury hotel environment.

Qualifications

• Bachelor’s degree in hospitality management, Tourism, or related field.
• 4-5 years’ experience in luxury or 4–5-star hotel industry, particularly in guest services or concierge roles.
• At least 2 years in a supervisory or senior concierge position.
• Customer service or luxury hospitality training certifications

Responsibilities

• Lead, supervise, and coach the concierge team to ensure policy compliance and exceptional guest service.
• Identify training needs, conduct regular team meetings, and foster a positive work environment that promotes teamwork, engagement, and continuous improvement.
• Oversee the efficient handling of all guest requests, transportation arrangements, luggage services, and special assistance to ensure a seamless guest experience.
• Monitor daily operational activities, including guest arrivals, departures, VIP movements, group events, driveway traffic flow, and special guest requirements.
• Manage concierge and transportation budgets, forecasts, and expenses while implementing service enhancements to improve guest satisfaction and operational efficiency.

Skills

Guest services

Team leadership

Coaching

Communication

Education

Bachelor’s degree in hospitality management

Job description

The Chief Concierge is responsible for supervising the Concierge operations and to maximize guest satisfaction. Any special request the guest makes, if it is not illegal or immoral, will be fulfilled with the best of concierge ability. If a guest request cannot be met, the Concierge must suggest and provide suitable alternative. Must have strong and extensive knowledge of the local area and of the resources available to guests.

Key Responsibilities:

• Leads, supervises, and coaches the concierge team to ensure compliance with hotel policies, service standards, and exceptional guest service delivery.
• Identifies training needs, conducts regular team meetings, and fosters a positive work environment that promotes teamwork, engagement, and continuous improvement.
• Oversees the efficient handling of all guest requests, transportation arrangements, luggage services, and special assistance to ensure a seamless guest experience.
• Monitors daily operational activities, including guest arrivals, departures, VIP movements, group events, driveway traffic flow, and special guest requirements.
• Manages concierge and transportation budgets, forecasts, and expenses while implementing service enhancements to improve guest satisfaction and operational efficiency.

Qualifications:

• Bachelor’s degree in hospitality management, Tourism, or related field
• 4-5 years’ experience in luxury or 4–5-star hotel industry, particularly in guest services or concierge roles.
• At least 2 years in a supervisory or senior concierge position.
• Customer service or luxury hospitality training certifications