Senior Luxury Concierge & Guest Experience Lead

Marco Polo Ortigas Manila; Pasig; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Marco Polo Ortigas Manila is seeking a Chief Concierge to supervise the concierge operations and maximize guest satisfaction. The role requires strong knowledge of the local area and resources to fulfill guest requests while maintaining exceptional service standards.

You will lead the concierge team, identify training needs, and manage transportation, arrivals, VIP movements, and special guest requirements with a focus on operational efficiency and guest delight.

Qualifications

• Bachelor’s degree in hospitality management or related field.
• 4–5 years in luxury hotel guest services or concierge.
• 2+ years in supervisory or senior concierge role.
• Training certifications in customer service or luxury hospitality.

Responsibilities

• Lead, supervise, and coach the concierge team to meet service standards.
• Identify training needs and hold regular team meetings.
• Oversee guest requests, transportation, luggage, and special assistance.
• Monitor arrivals, departures, VIP movements, events, and driveway traffic.
• Manage budgets, forecasts, and expenses to improve satisfaction and efficiency.

Skills

Customer service excellence

Leadership

Staff coaching

Guest relations

Operational efficiency

Education

Bachelor’s degree in hospitality management, Tourism, or related field

Job description

Marco Polo Ortigas Manila is seeking a Chief Concierge to supervise the concierge operations and maximize guest satisfaction. The role requires strong knowledge of the local area and resources to fulfill guest requests while maintaining exceptional service standards.

You will lead the concierge team, identify training needs, and manage transportation, arrivals, VIP movements, and special guest requirements with a focus on operational efficiency and guest delight.