Concierge Agent

Mandarin Oriental; Manila; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

Complimentary stays with MOstay

Health benefits and wellness programs

Learning and development programs

Job summary

Mandarin Oriental is seeking a Concierge Agent for its new luxury hotel in Makati, opening in 2026. This role emphasizes exceptional service and personalized guest experiences. Responsibilities include arranging transportation, handling guest inquiries, and collaborating with various departments to ensure preferences are met. The ideal candidate has a degree in Hospitality Management and experience in a similar role.

Join a dynamic pre-opening team committed to excellence and authentic Asian hospitality in the heart of Manila.

Qualifications

• Minimum of 1–2 years’ experience in Concierge, Front Office, or Guest Services in a hotel environment.
• Strong knowledge of Makati and key Metro Manila destinations is an advantage.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Provide warm, professional, and personalized service to all guests at all times.
• Anticipate and respond to guest needs, preferences, and special requests.
• Arrange transportation and assist with restaurant reservations.

Skills

Guest service excellence

Interpersonal communication

Problem-solving

Cultural awareness

Education

Bachelor’s degree in Hospitality Management or related field

Job description

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental 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 recognized 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.

Mandarin Oriental, Makati is an upcoming 5‑star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 275 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world‑class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Concierge Agent is responsible for delivering exceptional, personalized guest services by providing accurate information, tailored recommendations, and seamless arrangements that enhance the overall guest experience. As an ambassador of Mandarin Oriental, the Concierge Agent ensures every interaction reflects the brand’s legendary service culture, anticipating guest needs and exceeding expectations. In a pre‑opening environment, the Concierge Agent plays a key role in building destination knowledge, supporting operational readiness, and contributing to the successful launch of the hotel.

Key Responsibilities

Guest Service & Experience

• Provide warm, professional, and personalized service to all guests at all times.
• Anticipate and respond to guest needs, preferences, and special requests.
• Deliver accurate information about hotel facilities, services, and local attractions.
• Ensure all guest interactions reflect Mandarin Oriental’s philosophy of intuitive, refined, and anticipatory service.

Concierge Services & Arrangements

• Arrange transportation (airport transfers, limousine services, car rentals).
• Assist with restaurant reservations, entertainment bookings, and event tickets.
• Provide curated recommendations for dining, shopping, lifestyle, and cultural experiences in Makati and Metro Manila.
• Organize personalized itineraries and experiences for guests.
• Ensure all bookings and arrangements are executed accurately and efficiently.

Guest Relations & Service Recovery

• Handle guest inquiries, requests, and concerns with professionalism and urgency.
• Take ownership of guest issues and ensure timely resolution or escalation.
• Follow up on guest requests to ensure satisfaction and completion.
• Maintain a high level of discretion and confidentiality when handling guest information.

Pre‑Opening Responsibilities

• Participate in training programs, SOP familiarization, and service culture workshops.
• Assist in building a comprehensive database of trusted local partners and attractions.
• Take part in mock operations, role plays, and system testing.
• Support the setup and organization of the Concierge desk and work areas.
• Demonstrate flexibility in undertaking pre‑opening tasks as assigned.

Vendor & Partner Coordination

• Work with approved vendors for transportation, tours, dining, and other services.
• Ensure all third‑party providers meet Mandarin Oriental’s standards for quality, safety, and service.
• Maintain updated knowledge of partner offerings, pricing, and availability.
• Ensure transparency and adherence to hotel policies when recommending services.

Communication & Coordination

• Coordinate closely with Front Office, Guest Relations, Housekeeping, and F&B teams.
• Communicate guest preferences and special arrangements clearly across departments.
• Maintain accurate records of guest requests and concierge transactions.
• Ensure proper handover between shifts.

Financial & Administrative Duties

• Ensure accurate documentation and posting of concierge-related charges.
• Assist with handling guest payments, billing, and vouchers where applicable.
• Follow hotel policies on commissions, gratuities, and vendor transactions.
• Maintain organized records of reservations and guest arrangements.

Safety, Security & Compliance

• Adhere to hotel safety and security procedures at all times.
• Report any suspicious activity or incidents immediately.
• Ensure all recommended services comply with safety and legal requirements.
• Maintain guest privacy and data confidentiality.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum of 1–2 years’ experience in Concierge, Front Office, or Guest Services in a hotel environment (luxury experience preferred).
• Strong knowledge of Makati and key Metro Manila destinations is an advantage.
• Excellent communication, interpersonal, and organizational skills.
• Fluency in English; additional languages are an advantage.

Skills & Competencies

• Passion for delivering exceptional guest service.
• Strong interpersonal and communication skills.
• Attention to detail and strong organizational ability.
• Problem‑solving and service recovery skills.
• Cultural awareness and local destination knowledge.
• Professional appearance and demeanor.

Why Join Us?

Mandarin Oriental offers a world‑class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic pre‑opening team committed to excellence, innovation, and authentic Asian hospitality.

Our Commitment To You

• 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.
• Health & 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.

We’re Fans. Are you?