Senior Concierge

SENIOR CONCIERGE

Mandarin Oriental, Kuala Lumpur is looking for a Senior Concierge to join our Front Office 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 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 recognised 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, Kuala Lumpur is a luxurious urban resort located in the heart of Kuala Lumpur and enjoys an unrivalled location next to the iconic Petronas Twin Towers, KL Convention Centre, and prestigious Suria KLCC mall. 

About the job

Based at Mandarin Oriental, Kuala Lumpur and within the Front Office Department, the Senior Concierge is responsible for delivering personalized and exceptional Concierge services to our guests, while providing guidance and support to the Concierge team in the daily operation.

The Senior Concierge serves as a senior point of reference for colleagues and guests, ensuring that guest requests, arrangements and operational requirements are handled efficiently and in accordance with the hotel’s objectives, performance and quality standards.

As Senior Concierge, you will be responsible for the following duties:

• Assist in the day-to-day operation of the Concierge Department, ensuring total quality management in all guest services provided by Concierge, Bellmen, Doormen and Airport Representatives.

• Take an active leadership role in the daily operation and provide guidance and direction to Concierge colleagues.

• Provide personalised, warm and efficient service to all guests in accordance with Mandarin Oriental service standards.

• Take ownership of complex guest requests and ensure appropriate follow-up until completion.

• Assist guests with arrangements which hotel guests may request.

• Ensure prompt handling and delivery of forwarding items, safe storage and proper log recording.

• Ensure proper handling and management of guests’ luggage, with accurate records maintained.

• Assist in the induction and familiarisation of new Concierge colleagues.

• Act as a role model for service excellence, professionalism, teamwork and leadership within the Concierge team.

• Carry out any other duties and responsibilities as assigned by the Chief Concierge / Assistant Chief Concierge.

As Senior Concierge, we expect from you: 

• Demonstrate genuine care and a strong sense of interest in every guest interaction.

• Deliver personalized, warm and efficient service while anticipating guests’ needs.

• Be fully conversant with hotel operations, facilities, services and local attractions to provide accurate and relevant recommendations.

• Demonstrate strong knowledge and expertise in Concierge operations and local destination experiences.

• Take ownership of guest requests and follow through until completion.

• Ensure all services are delivered in accordance with Mandarin Oriental’s standards, LQE policies, SOPs, MO Pillars, Vision, Mission and objectives.

• Maintain a professional appearance and conduct at all times.

• Be flexible and willing to assist other areas of the Front Office Department when required.

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.

• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

• EPF (Employees Provident Fund) contributions (higher than the norm)

• SOCSO (Social Security Organisation) & EIS (Employment Insurance System)

• Public holiday entitlement based on Malaysian calendar

• Exceptional rest area & colleagues engagement activities.

We’re Fans. Are you?