- Location
- Mandarin Oriental, Hong Kong
- Type
- Full-time
- Seniority
- C-Level
- Experience
- 5+ years
- Education
- Master
- Source
- Workday
Description
Mandarin Oriental, Hong Kong is looking for a Chief Concierge to join our Concierge team.
Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
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, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Mandarin Oriental, Hong Kong is the group's flagship hotel, and an icon in its own right. Having delighted guests with award-winning service and impressive facilities since 1963, it is the much-loved address for those seeking an exclusive sanctuary in the heart of this exciting metropolis. Besides 447 luxurious guest rooms and suites, the hotel features a Club Lounge as well as an extensive SPA and wellness area. In addition to its 13 banqueting spaces, Mandarin Oriental, Hong Kong is home to nine highly individual bars and restaurants, including much-loved greats and one Michelin-star venue, offering guests a series of elevated dining experiences This iconic hotel is the epitome of contemporary luxury combined with Oriental heritage. We believe that our colleagues play an integral role in our success and are committed to providing a caring, motivating and rewarding working environment.
In additional, Mandarin Oriental, Hong Kong is embarking upon a transformative renovation with an investment over USD100 million and will be unveiling new and enhanced offerings incorporating new elegant guest accommodation designs, and the introduction of exciting dining and wellness experiences, including the arrival of globally renowned chefs, Daniel Boulud and Daniele Cason in 2026.
About the job
Based at the Mandarin Oriental, Hong Kong within Concierge Department in Hong Kong, the Chief Concierge is responsible for leading the Concierge operations to deliver highly personalized, anticipatory and memorable guest experiences, while upholding the hotel’s service philosophy, brand standards and reputation as a leading luxury destination. The Chief Concierge reports to the Director of Rooms.
As Chief Concierge, you will be responsible for the following duties:
Lead and manage the Concierge operations, ensuring exceptional and personalized services are delivered to all guests at all times
Act as the hotel’s primary ambassador to guests, maintaining excellent relationships with local partners, cultural institutions, luxury brands, transport providers and destination management companies
Personally engage with VIPs, long‑stay guests, repeat patrons and high‑profile individuals to understand preferences and curate bespoke experiences to ensure seamless follow‑up
Support and reinforce the hotel’s service philosophy, Pillars and LQEs on a daily basis to drive guest satisfaction and achieve the hotel’s Mission Statement
Ensure all guest requests, recommendations and arrangements (dining, entertainment, experiences, transportation, events and special occasions) are handled accurately, efficiently and discreetly
Maintain deep knowledge of local attractions, dining, arts, culture, events and trends to continuously elevate the Concierge offerings
Monitor guest feedback, service audits and incident reports related to Concierge services; identify improvement opportunities and implement corrective actions
Manage the Concierge departmental budget, ensuring effective control of expenses and optimal allocation of resources
Monitor cost efficiency while maintaining premium service quality and guest satisfaction
Foster a positive, collaborative and service‑driven working environment aligned with the hotel’s cultural values
As Chief Concierge, we expect from you:
Minimum 5 years of relevant working experience and at least 2 years in managerial level or of similar capacity in a luxury hotel and hotel group
Degree holder in Hospitality Management or related discipline, with professional credentials (e.g. Les Clefs d’Or) preferred
Proven luxury hospitality experience in Concierge or Guest Services leadership
Strong local knowledge, excellent communication and a genuine passion for personalized service
Proficient in spoken English, Cantonese and Mandarin, knowledge of other language is an advantage
Our commitment to you
Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
Health & Colleague Wellness. Finding the right worklife balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
