Concierge Supervisor

Mandarin Oriental Jakarta is looking for a Concierge Supervisor 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 Supervisor is responsible for the duties within the Front Office’s Department and will assist in achieving the department’s goals. The Concierge Supervisor reports to the Concierge Manager.

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

1. Guest Service Responsibilities

• Consistently achieve service and product delivery standards with a high degree of client care at all times.
• Provide excellent, courteous, and efficient service to all guests.
• Initiate warm and professional contact with guests entering the hotel; approach guests needing assistance.
• Create meaningful conversations with guests to identify personal preferences and record them in guest profiles.
• Be knowledgeable of all in-house and arriving guests, as well as daily events and functions in the hotel.
• Be aware of airport pickups, track details, and inform the team when necessary.
• Always address guests by name appropriately.
• Deliver messages, packages, and facsimiles within 10 minutes of receipt.
• Provide attentive farewells to guests until their vehicle has departed.
• Actively sell in-house facilities and services.
• Provide clear information on hotel facilities and room product, including IT&T equipment.
• Organize delivery or pickup of items outside the hotel as required by guests.
• Handle email correspondence and special guest arrangements promptly.
• Respond tactfully and promptly to guest complaints, requests, and inquiries.

2. Operational & Supervisory Responsibilities

• Ensure transfers for guest departures and arrivals are properly administered, with cars ready on time.
• Record and track all luggage in and out, ensuring timely delivery.
• Maintain luggage storeroom cleanliness and perform daily inventory.
• Ensure correct number of newspapers are ordered.
• Maintain professional standards of discipline, hygiene, grooming, posture, and attitude.
• Uphold Legendary Quality Experience (LQE) standards and company culture daily.
• Support cross-departmental relationships within Front Office and with other departments.
• Adhere to policies and procedures set by the Learning & Development Department or Department Manager.
• Perform duties as Departmental Trainer or Learning Coach for the Concierge section.
• Handle supervisory tasks such as scheduling, training, inventory, and FLHSS&E requirements.

3. Leadership & Additional Duties

• Demonstrate pride in the workplace and a high level of commitment
• Maintain effective communication by actively listening and accurately relaying guest requests to Porters, Reception, and Guest Service Center colleagues for follow-up.
• Support the success of the hotel by carrying out other duties assigned by the Guest Service Manager, Head Concierge, or Front Office Manager.

As Concierge Supervisor, we expect from you:

Educational Background

• High School Diploma or Equivalent.

Experience

• 2 years Concierge 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.

We’re Fans. Are you?