THE RESIDENCES

Mandarin Oriental has experienced exponential growth in the development of The Residences at Mandarin Oriental, in combination with hotels, to form complex mixed-use and stand-alone projects. Integral to the growth of the Mandarin Oriental footprint, Residences are a new paradigm, and as such require focused operational expertise. In addition to the goal of delivering superior experiences and services to Residences owners, Mandarin Oriental is focused not only on the management of the Residences common areas to the very high standards our guests have become accustomed, but to continually improving our relationship with Residence owners over the long term.

STRATEGIC INTENT

The mission of this position is for the incumbent to assume full responsibility for all aspects of residential services, concierge operations, and the lifestyle experience of our residents during both the pre-opening and post-opening phases.

The ideal candidate will be proactive, creative, and results-driven, with a strong focus on excellence and operational efficiency. They must consistently keep the residents’ perspective in mind when delivering services and products and always represent the brand with professionalism and integrity. This role also serves as a key development opportunity for operations-focused professionals aspiring to advance into positions within Group Residences or Hotel operations across MOHG projects.

The incumbent is expected to demonstrate tenacity, creativity, flexibility, and unwavering commitment to ensure a successful residential launch, strategic positioning, and continued operation — all delivered on budget and on time.

SCOPE OF POSITION / SUMMARY

The candidate will be responsible for the pre-opening phase, ensuring a smooth and successful handover from the developer to the property management team. They will be expected to develop comprehensive checklists, as well as recruit, train, manage, and lead the concierge team in delivering services to residents and colleagues that reflect the brand and meet 5-star, 5-diamond standards.

Additionally, the candidate will oversee the implementation of operating policies and procedures in alignment with established quality and service standards. They will also be responsible for sourcing, evaluating, and formalizing contracts with third-party service providers to support the operations of the complex, its residences, and residents.

ORGANIZATION STRUCTURE

Governance of The Residences will be undertaken through a Condominium Juristic Person, a representative body whose directors will be comprised of and elected by Residences owners. The CJP has been retained to manage the Residences and provide services to Residences owners.

The Lead Concierge reports to the Director of Residential Operations and will supervise the concierge team.

DUTIES AND SUPPORTING RESPONSIBILITIES

· Manage the consistent delivery of guest services with the company’s core standards and brand attributes.

· Assist the Director of Residences in implementing a comprehensive maintenance and housekeeping program for in-residence service.

· Develop and maintain vendor and community relationships in the interest of the management and guests.

· Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position in anticipation of changing customer needs within the dynamic hospitality, residential and gaming environment.

· Interact and communicate with key departments on the integration of services provided to residents.

· Serve as a public relations representative for property, exhibiting a professional demeanor and willingness to assist residents and management whenever requested

· Maintain all departmental assets including equipment repairs and maintenance and ensure the desk and back-office space are kept clean and organized.

· Provide our residents with full access to all the attractions, activities products and services in Madrid, Spain and worldwide.

· Continually identify resident preferences through conversations and understanding of their requests.

· Have a full knowledge of all transportation forms, the times, directions and costs of each.

· Maintain a full library of brochures, maps and destination magazines.

· Be knowledgeable and ensure all departmental colleagues are knowledgeable about all the arrivals, departures and events in the hotel and residences each day.

· Keep records of all bookings, requests, reservations and confirmations for residents

· Maintain a team of polished, well-trained, and professional Concierges, Doormen, Lifestyle Agents, and Cleaning Attendants capable of delivering unparalleled service that fosters resident and guest loyalty.

· Manage Human Resource responsibilities for the Concierge team. Creates and maintains a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and employee satisfaction. Ensures departmental practices are compliant with company policies and legal requirements

· Ensure the Concierge Team continued growth and development by updating them on all aspects of Madrid and through training of service-related topics.

· Oversee the assigned operational functions within the department consistent with the strategic plan and vision for the department, the division and the property.

· Ensure staffing levels allow for the varying business levels throughout the various areas.

· Develop and implement departmental policies and procedures which ensure prompt efficient service to residents

· Set the standards of professionalism for the department through the development of procedures and the training of service skills.

· Instruct and enforce the proper behaviors of protocol and etiquette that will reflect positively on the overall perception of the property and its service culture.

· Effectively develop and mentor supervisory staff and hourly employees to ensure that all departmental standards and goals are understood and met.

· Coordinate the organization and administrative functions in the Concierge departments.

· Ensure that all reports and data are submitted on time to the relevant corporate and hotel offices.

· Ensure total compliance with standards of operation and LQE standards of service at all times throughout division.

· Ensure that staffing is maintained at an appropriate level to match business demand.

· Manage various administrative responsibilities for the Concierge team including the preparation of work schedules that maximize the effectiveness of the department and reports that provide data on results.

· Participate in all regular and ad hoc operational meetings as required.

· Handles any resident complaints expeditiously to complete resolution.

· Manage projects and any other reasonable duties as required by Residential management.

· Oversee the ongoing recruitment and selection of colleagues for the Concierge Team.

· Oversee colleague performance, completing evaluations and performance reviews on a timely basis.

· Participate and encourage department’s participation in events within the Concierge community.

· Strictly enforce the privacy and confidentiality of residents and limits requests for information about such guests in accordance with hotel and residential polices.

· Ensure that the staff are well-informed about the by-laws and internal rules and regulations and assist residents in complying with the governing documents.

· Provide lateral support whenever possible or necessary to ensure top-notch operation and service.

· Other related duties as necessary.

 

REQUIREMENTS ON CORE COMPETENCIES

The Lead Concierge requires the following personal attributes and core competencies:

 

1. Delighting our Residents

· Awareness and sensitivity to the concept of luxury and quality

· Responsive and genuine with customers and Residence owners

· Incorporates Resident information as part of strategy

· Understands the value of employees, customers, Residence owners and profit link

· Sustains performance

· Can use planning tools in relation to residence owner needs

· Confident with Residence owners

 

2. Working together as Colleagues

· Communicates a compelling vision

· Inspires co-operation and commitment and adapts managerial style appropriately

· Actively listens and builds on other ideas

· Effectively understands and uses resources

· Is culturally sensitive

· Negotiates effectively

· Excellent written and verbal skills

 

3. Promoting a Climate of Enthusiasm

· Has energy and drive and a sense of urgency

· Motivates others to provide quality standards

· Communicates clearly and persuasively, yet open to feedback and learning

 

4. Being the Best

· Achievement orientated while making things happen

· Has presence

· Has positive impact and influence

· Uses financial and another analytical framework

· Generates innovative options and adapts plans to suit change

· Builds long term brand loyalty

· Seeks continuous improvement opportunities

 

5. Delivering Shareholder Value

· Takes a high-level view while keeping details in focus

· Understands and knows the business market

· Clearly understands effective operating of a mixed-use or stand-alone Hotel & Residence project

· Develops and implements strategy, yet adapts strategies to changes

· Aligns plans to strategies while continuously seeks new opportunities

 

6. Playing by the Rules

· Operates ethically

· Removes blockages

· Understands and uses performance management

· High level of personal integrity

· Balances the needs of fellow colleagues and the company

 

7. Acting with Responsibility

· Establishes accountability for self and others

· Can identify core issues and problems

· Balances intuition and good business sense

· Takes and manages risk and change

· Emotionally stable and mature

· Accepts feedback

· Coaches others

· Manages responsibilities

· Work harmoniously and professionally with co-workers and supervisors

 

Requirements – Experience, Skills, Education and Qualifications Essential

 

· Proven Luxury Concierge experience in branded residences, hotel or luxury brand/retail segment.

· Able to communicate clearly and fluently in Spanish & English (reading, written and spoken).

· Able to multitask.

· Superior communication skills.

· Professional demeanor.

· Professional and appropriate business appearance and presentation.

· Flexible work hours to meet the demands of a 24-hour operation.

· Most possess excellent guest service and problem resolution skills.

· Quality driven with a passion for excellence in guest service and satisfaction.

· Must be able to work in a team and independently on occasions.

· Proficient Working knowledge of Microsoft Office including Word, Excel, PowerPoint, Outlook and the Internet.

· Proficient knowledge of office equipment including copier, fax machine, multi-line phones, scanner.

· Ability to meet deadlines, multitask, work flexible schedule, analytical, enthusiastic, excellent customer service skills, excellent written and verbal communications skills, motivated, organized, professional demeanour, self-directed, strong attention to detail.

Desirable

· Prior hotel or residential opening experience would be an advantage.

· Education; Associates Degree or Bachelor’s Degree.

· Two years of managerial experience in branded residences, hotel operations/concierge services, or the luxury brand/retail segment.

· Additional languages would be beneficial.