Mandarin Oriental, Guangzhou is looking for a Concierge to join our Front Office team.

Do you want to deliver the exceptional? Work 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, every day, everywhere.

Mandarin Oriental Hotel Group 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 recognised for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, MICHELIN-Selected Restaurant Ebony, The Mandarin Cake Shop and The Loft. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

 

About the job

Based within the Front Office in Guangzhou, the Concierge is responsible for supervising the day-to-day operations and services of Concierge team, focusing on delighting our guests and colleagues in accordance with the objectives, performance and quality standards established by the hotel, and creating a Mandarin Oriental Experience. The Concierge reports to the Concierge Supervisor.

 

As Concierge, you will responsible for the following duties:

• Continually proactively find ways to improve the scores of all audits related to the department.
• Effectively and proactively develop and supervise colleagues to ensure that all departmental standards and goals are understood and met.
• Assist Concierge Supervisor and Chief Concierge to identify training needs of the department and recommend effective training programmes to ensure service standards and colleagues’ knowledge are met with required standards.
• Be familiar with all Concierge related Standard Operations Procedures and hotel’s policies and procedures. Responsible for conducting trainings in Concierge team. Make recommendation to Chief Concierge on operating procedures to ensure smooth operation when necessary.
• Know the services, facilities, events in the hotel and be able to refer the guest to Concierge for any inquiry of hotel services.
• Pay special attention to any special city events which may affect the usual traffic in hotel’s surrounding area or the city and share within Front Office and relevant departments e.g. Reservations, Security etc as soon as possible together with any recommendations.
• Always stationed at counter, or hotel lobby / hotel main entrance/ doors if required, to assist with daily operations of the team.
• In addition to transportation arrangement, attend to all kinds of inquiries and provide assistance e.g. airline tickets reconfirmation, on-line registration, visa application, ticket bookings on special events, restaurant reservation, courier service etc.
• Communicate with and closely work with Catering/ Banquet to ensure the availability of parking spaces for events/ banquets.
• Responsible for order of newspapers for guests, restaurants and offices and avoid under nor over ordering. Ensure the delivery by Bellboy is according to request/ preference.
• Ensure luggage (arrival, departure, storage, hold for collection, room change) and parcel/ mails/ message/ facsimile handling, outgoing and incoming, (in house, hold for collection, on-day arrival, check-out, no booking etc)  by the Concierge team is completely follow relevant policy and procedure as well as LQE standards.
• Assist Chief Concierge on overall administration of Concierge including all outgoing correspondences and reports. Ensure all inquiries received via email or by fax are responded to within 12 hours.
• Fully follow company’s policies and procedures while handling cashiering duties, if applicable, (e.g. cash transactions on visa application, selling of stamps, mailing handling etc) and the cash float are accurate at all time.
• Properly filing supporting documents/ invoice in accordance to company policies and requirements；Properly filed all records/ report (e.g. delivery record, mail collection record etc, transfer summary etc) for a minimum of 2 years.
• Be very knowledgeable of Concierge related IT&T systems, particularly AliceConcierge, and participate in any system related activities.
• Take the lead in Concierge of any system downtime situation (HMS) during the absence of Chief Concierge and be acknowledgeable to supervise the team and the operations by closely work with Guest Services team (e.g. check-in, check-out, room change etc) to ensure guest satisfaction is still being highly maintained during the system downtime.
• Ensure grooming before/during work shifts.
• Always maintain a good work relationship with other departments.

 

As Concierge, we expect from you:

• Desire to serve and to provide excellent guest services.
• A team player, be able to multi-task and remain composed at all times.
• Able to communicate in spoken English and Mandarin.
• Minimum 1-year relevant working experience in international luxury hotel brand.

 

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.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Competitive Benefits Package.

We’re Fans. Are you?

 

广州文华东方酒店现诚聘礼宾员加入前厅部团队。

你是否渴望成就卓越？是否期望与团队协作取得成功，彰显诚信与尊重，并肩负责任？是否秉持不断成长的信念？我们诚邀你一同不懈追求，卓尔不凡。

文华东方是一家屡获殊荣的酒店集团，拥有及管理全球享负盛名的酒店、度假酒店及酒店管理式住宅，遍布全球最受欢迎的目的地，并拥有强大的发展前景。文华东方酒店集团为宾客提供融合东方魅力的21世纪奢华体验，凭借打造全球多个备受瞩目的项目而日益受到广泛认可。最为人称道的是，文华东方酒店集团致力于打造丰盈时光的体验，将平凡转变为卓越，将宾客转化为粉丝。

广州文华东方酒店位于广州市天河中央商务区核心地段，由季裕棠设计师事务所设计，提供广州城中宽敞的客房体验。酒店的米其林二星粤菜餐厅江-由辉师傅主理、米其林指南入选餐厅悦铂尼、文华饼店和The Loft酒吧为宾客提供了丰富的餐饮选择。蝉联福布斯旅游指南五星水疗奖的水疗中心环境典雅舒适，是这座喧嚣都市中沉思遐想和探索发现的世外桃源。

 

关于职位

该职位位于广州文华东方酒店前厅部，礼宾员负责监督礼宾部团队的日常运营和服务，按照酒店制定的目标、绩效和质量标准，专注于让我们的客人和同事高兴，并创造一个文华东方的体验。礼宾员向礼宾主管汇报。

 

作为礼宾员，你将负责以下职责：

• 持续主动地寻找方法来提高与部门相关的所有审计的分数。
• 积极有效地发展和监督同事，确保所有部门的标准和目标得到理解和实现
• 监督每个同事的表现，并在与礼宾部主管讨论后，在适当的情况下主动提供反馈、培训和指导。
• 协助礼宾部主管和首席礼宾司确定部门的培训需求，并建议有效的培训计划，以确保服务标准和同事的知识达到要求的标准。
• 熟悉所有礼宾部相关的标准操作程序和酒店的政策和程序。负责对礼宾部团队进行培训。在必要时向礼宾部主管建议操作程序，以确保顺利操作。
• 了解酒店的服务、设施、活动，并能将客人介绍给礼宾部询问酒店服务。
• 特别关注任何可能影响酒店周边地区或城市交通的特殊城市事件，并尽快与前厅部和相关部门(如预订部、保安部等)分享并提出任何建议。
• 如有需要，随时在柜台或酒店大堂/酒店正门，协助团队的日常运作。
• 除交通安排外，还负责各种咨询并提供协助，如机票再确认、网上登记、签证申请、特殊活动机票预订、餐厅预订、快递服务等。
• 与餐饮部/宴会部沟通并密切合作，确保活动/宴会的停车位可用性。
• 负责为客人、餐厅和办公室订购报纸，避免少订或多订。确保行李员按照要求/喜好递送。
• 确保礼宾部的行李(抵港、离港、寄存、寄存、换房)和包裹/邮件/信息/传真的处理、进出(酒店内、寄存、当日到达、退房、不预订等)完全符合相关政策和程序以及LQE标准。
• 协助礼宾部主管进行礼宾部的全面管理，包括所有外出信件和报告。确保所有通过电子邮件或传真收到的咨询在12小时内得到答复。
• 在处理收银工作时，如适用，完全遵守公司的政策和程序(例如，签证申请的现金交易，邮票销售，邮寄处理等)，并且现金流动始终准确。
• 根据公司政策和要求，正确归档证明文件/发票；妥善归档所有记录/报告(例如派送记录，邮件收集记录等，转账摘要等)至少2年
• 熟悉礼宾部相关的信息技术系统，特别是Alice Concierge, 并参与系统相关的活动。
• 在礼宾部主管不在的情况下，领导礼宾部处理任何系统停机情况，并与客户服务团队密切合作(如入住、退房、换房等)，以确保在系统停机期间仍能保持客人的满意度。
• 在开始工作前/轮班期间，确保仪容整洁。
• 始终与其他部门保持良好的工作关系。

 

作为礼宾员，我们期望你具备以下能力：

• 拥有较强的服务意识。
• 沉着冷静，能随机应变多项工作，有团队精神。
• 良好的中英文沟通及书写能力。
• 至少一年国际奢华酒店品牌同等岗位工作经验。

 

我们对你的承诺

学习与发展：你的成功就是我们的成功。我们为你量身定制专属的学习与发展计划，助力你在职业生涯的各个阶段持续成长。

Mostay酒店入住福利：努力工作的同时，也需要适时放松。作为#MOfamily文华东方酒店集团的一员，无论你身在何处，都可以选择入住我们集团的酒店。MOstay福利为你及你的亲友提供酒店免费住宿和优惠房价。

员工健康：平衡工作与生活至关重要。我们关注你的身心健康，并在全球范围内为所有员工提供多种健康福利和康养体验。

退休计划：你的付出，我们定当回报。我们根据你的服务年限和职位，提供不同的退休计划。

极具竞争力的福利待遇。

We’re Fans. Are you?