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 resident-centric, 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 Residential Porter is a key element of the overall resident satisfaction by creating a delightful arrival and departure experience and engaging with the guests entering The Residences. Give assistance to the concierges, recreation agents and Lead Concierge when needed.

ORGANIZATION STRUCTURE

The Porter reports to the Lead 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 anticipate 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
  • 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 Lead 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 documents and other administrative requests.
  • Maintain the presentation standards of a 5-Star Lobby, including light vacuuming and dusting.
  • Effectively coordinate the usage of our exclusive Amenities
  • Review the cleanliness of the exclusive Amenities 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 control room, bring material to HSK colleagues, support the Lifestyle Team 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 Lead 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.
  • Serve food and beverages to residents as requested, in accordance with service standards.
  • Always show a professional attitude, 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:
2. Delighting our Colleagues:
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.

1. 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

1. 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 restaurants, bars, nightclubs, theatres, tours, activities and attractions in Madrid and Spain. 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.

Recommended

• Previous knowledge and workflow in 5* hotels or luxury residential buildings.
• Current or former member of Les Clefs d’Or,