Concierge Manager

Concierge Manager

Mandarin Oriental, Singapore is looking for a Concierge Manager 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 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, Singapore is a sanctuary of luxury and sophistication overlooking the iconic Marina Bay.   

About the job 

Based at the Mandarin Oriental, Singapore within the Concierge Department, the Concierge Manager is responsible for the effective and efficient operation of Concierge which includes Porter and Transportation in accordance with the objectives, performance and quality standards established by the hotel. To plan, organize, and motivate all colleagues to excel in delivering Legendary Quality Experience to all guests. The Concierge/Concierge Manager reports to the Director of Rooms. 

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

• Ensure that Legendary Quality Experience, policies, mission, vision and objectives are followed through 

• Responsible for the efficiency of Concierge Team which includes Porter and Transportation Services 

• Handles guests queries/complaints related to Rooms in a prompt and efficient manner, informing the Hotel Duty Manager when necessary 

• Establish and maintain operation standards.  Initiates new procedures to increase efficiency, productivity and maximum guest comfort and satisfaction 

• Ensure effective manning at all times to maximize productivity and business demands 

• Perform all aspects of personnel and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action, monitor performance, etc 

• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of all colleagues 

• Mainly responsible in upholding LQE and CQE standards within the Concierge Department  

• Responsible for departmental requisitions 

• Plan and administer the duty roster on a weekly basis. Ensuring that casual cost is within budget 

• Knowledge of hotel’s emergency procedure or BCP (Business Continuity Plan) 

• Knowledge of the names and designations of key personnel within the MOHG 

• Interview potential candidates for vacancies in Concierge department and recommend accordingly 

• Appraise colleagues annually within the Section and recommend confirmation/promotions 

• To undertake and promptly discharge any other assignments which may not be specifically mentioned above and may be given from time to time by the Management 

• Maintain complete and readily accessible files and records necessary for effective operations and future references including FLHSS 

• Participate and be actively involved in Les Clefs d’Or activities to ensure good connections and network of information are maintained and enhance 

As Concierge Manager, we expect from you:  

• Bachelor Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management is an advantage 

• Minimum 5 year of experience working in a 5-star hotel environment 

• A minimum of 3 years of Concierge experience in a luxury hotel 

• Strong command of MS Office products, GoConcierge, and Hotsos 

• Must be member of Clefs d’Or 

 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. 

• 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. 

We’re Fans. Are you?