To be fully responsible for the successful day-to-day operation in the absence of the Chief Concierge. To assist the Chief Concierge in ensuring total quality management in all guest services provided by Concierges, Bellmen, Doormen and Airport Representatives.
The Role of the Concierge
Ensure the smooth operation of the department
To assume responsibilities of the Chief Concierge/ Assistant Concierge in his/ her absence
Ensure prompt delivery of handling forwarding items, safe storage and proper log recording
Offer a warm, sincere and personalized welcome to all guests
Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history
Have an in-depth knowledge of directions, travel time, cost and various forms of transportation
Maintain a constantly updated database with extensive information about city highlights
Demonstrate first-hand knowledge of the recommendations with thorough research
Be proactive and anticipate the complete requirements to make the experience a success
Enquire as to the success or enjoyment of the recommendations made
Maintain a consistent and sufficient level of brochures, maps and handouts
Be knowledgeable of all in-house and arriving guests
Be aware of all daily events in the hotel
Arrange tickets for theatre, sporting events and local attractions
Make and confirm dining reservations
Arrange for package delivery and pickup for guests
Communicate all important details to management and colleagues
Maintain a clean, neat and organized desk
Act as a guide when guests ask for direction and physically assist them to their destination within the hotel
Provide clear directions for all guests travelling outside the hotel
Respond to all guest needs and requests, within Concierge moral and integrity
Expose to Les Clef d’Or for valuable educational and networking resources
Other activities as deemed appropriate by the Chief Concierge/ Assistant Chief Concierge or the Front Office Manager
Provide good, efficient and consistent high quality of service to organizers, event management, guests and internal colleagues.
Create and maintain a pleasant working environment and foster teamwork at all times.
Preferred Qualifications And Skills
Diploma or Certificate in Hotel Management/ Catering
Minimum 2 years relevant job experience in similar capacity
Knowledgeable about customer service and guest contact skills
Knowledgeable about handling guest/colleague complaints and dealing with guests
Fluent in English and Bahasa Malaysia
Ability to communicate in other languages would be an advantage
Computer literate with knowledge of Microsoft Windows and InfoGenesis System
Able to work independently and with minimum supervision
Pleasant with positive attitude
Good communication and administrative skills
Willing to work shift duties
Must have working rights in Malaysia
Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:
Malaysia work authorization is required for this position.
Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.
We welcome You to be part of our team who delivers the finest service imaginable.
As part of Mandarin Oriental Hotel Group development, you will have the opportunity to grow and engage through our culture exchange and cross exposure.
We welcome You to be part of our team who delivers the finest service imaginable.
As part of Mandarin Oriental Hotel Group development, you will have the opportunity to grow and engage through our culture exchange and cross exposure.
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