Mandarin Oriental Hotel Group

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.

Increasingly recognized 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 creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental, Costa Navarino

Located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

Scope of Position:

The E-Concierge Coordinator is responsible for the communication between the guests and the resort before, during and after their stay.

Duties & Responsibilities:

• Supports Mandarin Oriental’s philosophy and culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Answers hotel’s main telephone number and connects guests and colleagues to the correct telephone extension.
• Greets all callers with a warm and sincere greeting.
• Anticipates and recognizes individual guest needs.
• Passes on requests in a timely and accurate manner to appropriate colleagues.
• Delivers personalized wake-up calls within 5 minutes of agree upon time in a clear and pleasant voice.
• Takes restaurant reservations during the restaurant’s non-operating hours.
• Answers all telephone calls before the 4 rings or 10 seconds, using correct salutations and telephone etiquette. Answers all Glowing guests' requests within 3 minutes and all guest emails within 24 hours.
• Asks all callers for permission before being placed on hold.
• Acknowledges the guests before transferring or connecting a call.
• Remains calm and communicates clearly with Guests, Management and colleagues in the event of an emergency.
• Inputs and accesses data in the computer.
• Focuses his/her attention on guest needs, remaining calm and courteous.
• Understands guests’ inquiries and provides responses.
• Ascertains caller’s needs and complies with such to ensure caller’s satisfaction.
• Maintains confidentiality of all guest information and pertinent hotel data.
• Relays all messages accurately and promptly for guests and colleagues.
• Reports immediately to his/her superior about any malfunction or breakdown of the switchboard.
• Provides service and information regarding hotel facilities to guests and outside calls.
• Is well-informed concerning all events taking place in the hotel.
• Has on-hand information relating to Mandarin Oriental, i.e. telephone numbers of other properties, names of personnel, etc.
• Provides guests access to all the facilities and services Costa Navarino offers.
• Creates special conversations with guests, identifying personal preferences, in order to record them in each guest’s profile history.
• Has an in depth knowledge of directions, travel time, cost and various forms of transportation.
• Maintains a constantly updated database with extensive information about city highlights.
• Maintains a consistent and sufficient level of brochures, maps and handouts.
• Maintains a daily sheet (via software) of all guest requests, reservations and confirmations for guests.
• Is aware of all in-house and arriving guests.
• Is aware of all daily events in the hotel and the city.
• Arranges tickets, reservations, booking for transportations, restaurants, and other experiences.
• Arranges package delivery and pickup for guests.
• Provides guests with a confirmation card for reservations, transportation and other experiences booking.
• Communicates all important details to management and colleagues.
• Provides a daily list to the E-Concierge manager or Duty manager of transportation reservations.
• Maintains a clean, neat and organized desk.
• Provides clear directions for all guests travelling outside the hotel.
• Responds to all guest needs and requests.

Qualifications / Experience:

• EU Passport or valid Residence Permit is mandatory in order to work in Greece.
• Minimum of 2 years' concierge experience.
• Fluency in English and in Greek. Any other additional language will be considered as a plus.
• Knowledge of Costa Navarino will be considered as a plus.