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.

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 preopening 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.
• Heath & 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.  

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