Summary

To be fully responsible for the successful day-to-day operation in the absence of the Chief Concierge. To assist the Chief Concierge in ensuring total quality management in all guest services provided by Concierges, Bellmen, Doormen and Airport Representatives.

The Role of the Concierge

• Ensure the smooth operation of the department
• To assume responsibilities of the Chief Concierge/ Assistant Concierge in his/ her absence
• Ensure prompt delivery of handling forwarding items, safe storage and proper log recording
• Offer a warm, sincere and personalized welcome to all guests
• Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history
• 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
• Demonstrate first-hand knowledge of the recommendations with thorough research
• Be proactive and anticipate the complete requirements to make the experience a success
• Enquire as to the success or enjoyment of the recommendations made
• Maintain a consistent and sufficient level of brochures, maps and handouts
• Be knowledgeable of all in-house and arriving guests
• Be aware of all daily events in the hotel
• Arrange tickets for theatre, sporting events and local attractions
• Make and confirm dining reservations
• Arrange for package delivery and pickup for guests
• Communicate all important details to management and colleagues
• Maintain a clean, neat and organized desk
• Act as a guide when guests ask for direction and physically assist them to their destination within the hotel
• Provide clear directions for all guests travelling outside the hotel
• Respond to all guest needs and requests, within Concierge moral and integrity
• Expose to Les Clef d’Or for valuable educational and networking resources
• Other activities as deemed appropriate by the Chief Concierge/ Assistant Chief Concierge or the Front Office Manager
• Provide good, efficient and consistent high quality of service to organizers, event management, guests and internal colleagues.
• Create and maintain a pleasant working environment and foster teamwork at all times.

Preferred Qualifications And Skills

• Diploma or Certificate in Hotel Management/ Catering
• Minimum 2 years relevant job experience in similar capacity
• Knowledgeable about customer service and guest contact skills
• Knowledgeable about handling guest/colleague complaints and dealing with guests
• Fluent in English and Bahasa Malaysia
• Ability to communicate in other languages would be an advantage
• Computer literate with knowledge of Microsoft Windows and InfoGenesis System
• Able to work independently and with minimum supervision
• Pleasant with positive attitude
• Good communication and administrative skills
• Willing to work shift duties
• Must have working rights in Malaysia

Learn more about what it is like to work at Mandarin Oriental Hotel Group, visit us:

• https://www.mandarinoriental.com/careers
• https://www.linkedin.com/company/mandarin-oriental-hotel-group
• Watch us at: https://www.youtube.com/watch?v=A0coCZUyHzI

Malaysia work authorization is required for this position.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.