Lead Concierge & Guest Experience Architect

Marco Polo Ortigas Manila

Pasig

On-site

PHP 800,000 - 1,600,000

Full time

4 days ago

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Job summary

Marco Polo Ortigas Manila seeks a Chief Concierge to supervise the concierge team, ensuring exemplary guest service and seamless handling of guest requests, transportation, and special assistance. The role relies on strong local knowledge and a proactive approach to guest satisfaction.

Requirements include a Bachelor’s degree in hospitality management or related field, 4–5 years in luxury hotel guest services or concierge, and at least 2 years in a supervisory role, plus relevant customer

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

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.