MANDARIN ORIENTAL RESIDENCES, BARCELONA

Set in the capital of the Mediterranean, located on the most luxurious Avenue of Barcelona, Passeig de Gracia, Mandarin Oriental Residences, Barcelona offers the ultimate city address. Featuring 30 spacious apartments and 4 exquisite penthouses, residents will enjoy a luxurious way of life with exquisite interiors, a rooftop pool, fitness and wellness centre, and lounge, 24-hour service and the facilities of the award-winning Mandarin Oriental, Barcelona hotel at their disposal.

STRATEGIC INTENT

It is the mission and intent of this position that the Residential Concierge will keep the Residences’ perspective in mind at all times and carries out the mission of the Residences. Page 2 of 5 SCOPE OF POSITION / SUMMARY The Residential Concierge is responsible for providing luxurious tailored services to all Residences Owners, tenants and residents as well as to all Colleagues, assisting the Head Concierge when needed. Also, the Residential Concierge is responsible for the organisation, coordination, monitoring and maintaining of their shift to ensure a smooth and efficient operation of the Amenities Floor.

ORGANIZATION STRUCTURE

The Residential Concierge reports to the Head Concierge and subsequently to the Director of Residences.

 

DUTIES AND SUPPORTING RESPONSIBILITIES

Concierge responsibilities:

• Respond to Residences Owners/Residents needs and requests as directed.

• Offer a warm, sincere and personalized welcome to all residents.

• Create special conversations with residents which identify personal preferences to record in each guest’s profile history (via software).

• Be proactive and anticiate the complete requirements to make the experience a success.

• Inquire as to the success or enjoyment of the recommendations made.

• Maintain a daily record (via software) of all requests, reservations and confirmations for residents.

• Be knowledgeable of all in-house and arriving residents.

• Handling and organizing resident keys and our KeyTrak System.

• Develop working knowledge of our web-based system – Building Link.

• Record and provide follow up procedures for residential work orders.

• At the direction of management, assist in the coordination of all services that promote the maintenance and upkeep of owner’s homes and values.

• Coordinate and organize the daily activities of all residents.

• Arrange for package delivery and pickup for residents.

• Respond to all resident needs and requests, including making deliveries, pick-ups and drop-offs.

• All services related to the city and its surroundings (I.e., Arrange tickets for theatre, sporting events and local attractions, make and confirm dining reservations, etc...).

• All services related to home care, installations, utilities, schools/class arrangements, among other queries.

• Support on formalities with different suppliers requested by the owners (internet contracts, security alarms, etc..) on their behalf Page 3 of 5

• Dispatch and coordinate with the Head Concierge in the delivery / pick up / purchase of desk services, for those services that need to be performed away from the desk such as deliveries of food, laundry, etc…

• Develop relationships and communication with hotel outlets for the provision of all services to residents.

• Maintain an updated knowledge of all the particulars of the hotel outlets as they pertain to residents (i.e. spa hours of operation, menu prices, etc.) to provide fast answers to relevant resident queries.

• 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 and neighbourhood.

• Demonstrate first-hand knowledge of the recommendations with thorough research.

• Communicate new restaurants, outlets, events and contacts to other Concierge and Head Concierge.

• Maintain a consistent and sufficient level of brochures, maps and handouts.

• Communicate all important details to management and colleagues.

• Maintain detailed records of all incoming and outgoing deliveries and packages.

• Maintain a clean, neat and organized desk.

• Facilitate the handling of resident Fax documents and other administrative requests.

• Maintain the presentation standards of a 5-Star Lobby, including light vacuuming and dusting.

• Effectively coordinate the usage of the Amenities Floor

• Review the cleanliness of the Amenities Floor during the shift and maintain it in accordance with MOHG Standards (i.e. set up of treatment room, maintain the stock of towels, water, etc… at the fitness centre and changing rooms, disinfection of fitness equipment, etc…)

• Be knowledgeable with AV equipment and be able to set up equipment on demand in the meeting rooms.

• Attend to residents and visits in all areas, ensuring that they are comfortable as well as offering refreshments.

• Support colleagues from other departments in their duties occasionally if needed (i.e. covering CCTV control room, bring material to HSK colleagues, etc…)

• Identify and report defects throughout the residential area; notify the Residences Management team immediately of hazards, injuries, equipment or processes that negatively affect the operations.

• Report all requests and complaints to the Residences Management team to ensure issues are resolved immediately and followed up to ensure the resident’s satisfaction.

• Maintain correct records for FLHSS audit.

• Maintain strict confidentiality relative to Residents and Residences business.

• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.

• Anticipate residents’ needs, respond promptly and acknowledge all residents with their requests (i.e. valet parking, maintaining cleaning conditions of their vehicles, etc…)

• Assist Head Concierge and Director of Residences occasionally with administrative tasks related to the Residences.

• Protect and utilise Management Company assets in a responsible and professional manner.

• Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials.

• Show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner.

• Other activities as deemed appropriate by Residential Management. 

 

REQUIREMENTS ON CORE COMPETENCIES

The Concierge requires the following personal attributes:

 

1. Delighting our Customers:

• Awareness and sensitivity to the concept of luxury and quality

• Responsive and genuine with customers

• Sustains performance

• Confident with customers 2. Delighting our Colleagues:

• Communicates a compelling vision

• Inspires co-operation and commitment

• Adapts work style and ethics appropriately

• Actively listens and builds on other ideas

• Effectively understands and uses resources

• Is culturally sensitive

• Good written and verbal skills 3. Becoming the Best

• Achievement orientated

• Makes things happen

• Has presence

• Has positive impact and influence

• Generates, innovative options

• Adapts plans to suit change

• Seeks continuous improvement opportunities

• Neat and polish daily looking and attire.. Working together

• Has energy and drive

• A sense of urgency

• Motivating individual

• Communicates clearly

• Open to feedback and learning

• Operates ethically

• High level of personal integrity 5. Acting with Responsibility

• Can identify core issues and problems

• Emotionally stable and mature

• Accepts feedback

• Coaches others

• Manages responsibilities Requirements – Experience, Skills, Education and Qualifications Essential

• Must have very strong knowledge of the restaurants, bars, nightclubs, theatres, tours, activities and attractions in Barcelona. Together with home care, neighbourhood surroundings and local administrative services.

• Must be professional and possess excellent presentation, communication, organization, and time management skills

• Able to communicate in written and spoken Spanish and English.

• Able to multi-task

• Possess a pleasant and outgoing personality

• Flexible schedules and hours, willingness to work on weekends & holidays is required. Also, able to cover night shifts duties.

• Knowledge of Office 365

• Have driving license.