Concierge Manager

Mandarin Oriental Jakarta is looking for a Concierge Manager to join our Front Office team.

Are you a master of craft? Do you thrive 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. 

Mandarin Oriental 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 legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

After completion of an extensive renovation, Mandarin Oriental, Jakarta, will emerge fully rejuvenated to reclaim its status as the city’s premier address for both business and leisure. Mandarin Oriental, Jakarta will be positioned as Jakarta’s most luxurious and contemporary hotel, offering exemplary personalized service in well-appointed surroundings. Mandarin Oriental, Jakarta is operated and owned by the Mandarin Oriental Hotel Group.

About the job

Based Mandarin Oriental Jakarta, the Concierge Manager is responsible for duties within the Front Office’s Department and will assist in achieving the department’s goals. This role plays a key part in Front Office that aligns with the MOHG’s values. The Concierge Manager reports to the Front Office Manager.

As Concierge Manager, you will be responsible for the following duties:

1. Guest Service Responsibilities

• Offer a warm, sincere, and personal welcome to all guests.
• Provide guests with access to all Jakarta and Indonesia has to offer.
• Maintain in-depth knowledge of directions, travel times, costs, and all forms of transportation.
• Keep a constantly updated database with extensive information about city highlights, brochures, maps, and handouts.
• Arrange and confirm tickets, dining reservations, transportation, package delivery, and pickups for guests.
• Issue confirmation cards for reservations, transport, and event tickets.
• Create meaningful conversations with guests to identify preferences and record in guest profiles.
• Be knowledgeable of all in-house and arriving guests, as well as hotel daily events.
• Respond promptly and tactfully to guest needs, requests, and complaints.
• Provide clear written or verbal directions to guests; personally guide them within the hotel when necessary.
• Maintain a clean, neat, and organized concierge desk at all times.

2. Supervisory & Administrative Responsibilities

• Supervise, coach, and support the Concierge team, Airport Representatives, and Porters.
• Ensure Legendary Quality Experience (LQE) standards are implemented and exceeded by the team.
• Maintain a daily record (via software) of all guest requests, reservations, and confirmations.
• Monitor grooming, hygiene, and behaviour standards of colleagues.
• Handle and communicate important guest details immediately to management and colleagues.
• Manage and resolve guest complaints relating to Concierge services.
• Perform any additional duties as assigned by the Front Office Manager (including covering Duty Manager duties when needed).

3. External & Relationship Management.

• Maintain close professional relationships with:
• Other hotels’ concierges
• Concierge associations/organizations
• Transportation providers
• Airport service providers
• Newspaper distributors

As Concierge Manager, we expect from you:

Educational Background

• High School Diploma or Equivalent.

Experience

• Five years Concierge Manager experience in a luxury hotel in Jakarta

Skill & Competencies

• Luxury hospitality standards & etiquette
• Guest Service Excellence
• Leadership & Team Management
• Problem-Solving & Service Recovery
• Networking & Local Knowledge
• Communication & Interpersonal Skills
• Operational & Administrative Competencies

Technical Proficiency

• Computer literacy.
• Hotel & Concierge Systems
• Communication & Information Tools
• Administrative & Reporting
• Digital & Modern Guest Experience

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.
• Health Insurance. Supporting your health is part of supporting your success. Comprehensive health coverage is provided to support your wellbeing and your family.
• Duty Meals. Good food fuels great work. Enjoy daily meals prepared fresh by our MO Makan - Colleague Restaurant Kitchen.

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