Concierge Manager

About the Role

Mandarin Oriental, Singapore seeks an experienced Concierge Manager to lead and oversee the Concierge Team, including Porter and Transportation services, ensuring operations align with our performance and quality standards. This role, reporting to the Director of Rooms, is pivotal in fostering a culture of excellence by motivating the team to deliver outstanding guest experiences and maintain high service standards.

Key Responsibilities

• Uphold and ensure adherence to the Mandarin Oriental's Legendary Quality Experience (LQE) policies, mission, vision, and objectives.
• Manage the efficiency and daily operations of the Concierge, Porter, and Transportation teams.
• Address guest inquiries and complaints promptly, escalating to the Hotel Duty Manager if required.
• Develop and maintain operational standards and introduce new procedures to boost efficiency and guest satisfaction.
• Optimize staffing levels to align with business needs and maximize productivity.
• Handle comprehensive personnel duties, including recruitment, training, performance evaluations, coaching, and discipline.
• Maintain exemplary standards of personal hygiene, conduct, and grooming among team members.
• Ensure compliance with LQE and Customer Quality Experience (CQE) standards within the department.
• Manage departmental requisitions and administer weekly duty rosters, ensuring staffing costs stay within budget.
• Possess and apply knowledge of hotel emergency procedures and the Business Continuity Plan.
• Familiarity with key personnel within Mandarin Oriental Hotel Group (MOHG).
• Conduct interviews and recommend suitable candidates for the Concierge department vacancies.
• Perform annual colleague appraisals and recommend confirmations or promotions.
• Maintain comprehensive and accessible records necessary for operational efficiency and future reference, including Food, Laundry, Health, Safety and Sanitation (FLHSS) documentation.
• Engage actively in Les Clefs d’Or activities to build excellent networking and information-sharing channels.
• Undertake additional management assignments as directed.

Candidate Requirements

• Possession of a Bachelor's degree or Higher National Diploma in Hospitality, Hotel, or Business Management is advantageous.
• At least five years of experience in a five-star hotel environment.
• Minimum of three years specifically in Concierge services within luxury hotels.
• Proficient in MS Office suite, GoConcierge software, and Hotsos system.
• Membership of Les Clefs d’Or is mandatory.

Benefits and Commitments

• Comprehensive Learning & Development programs aimed at fostering continuous professional growth.
• MOstay program offering complimentary and discounted stays at Mandarin Oriental properties worldwide for employees and their family.
• Health and wellness initiatives to promote a balanced work-life dynamic.
• Retirement plans tailored to service length and role within the company.