Assistant Concierge Manager

Mandarin Oriental, Hong Kong is looking for a Assistant Concierge Manager to join our The 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.

About the job

Based at the Mandarin Oriental, Hong Kong within Concierge Department in Hong Kong, the Assistant Concierge Manager is responsible for overseeing the daily operations of Concierge team, supervising Concierge staff and ensuring guest enquiries are handled professionally. The Assistant Concierge Manager reports to the Chief Concierge.

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

• Oversee the Concierge teams to deliver exceptional, personalized, and seamless guest experiences
• Manage all guest enquiries and complaints, ensuring prompt resolution and effective service recovery
• Oversee all Concierge operations, including transportation, limousine services, airport transfers, baggage handling, courier services, and destination recommendations
• Maintain a strong presence in the lobby and public areas, acting as a key point of contact for guests and providing hands-on service leadership
• Monitor daily arrivals, departures, VIP movements, and special requests to ensure flawless execution and guest satisfaction
• Collaborate closely with Front Office, Housekeeping, Food & Beverage, and other departments to ensure a seamless guest journey
• Maintain strong relationships with external partners and local service providers to enhance guest experiences
• Promote hotel facilities and services to maximize guest satisfaction, loyalty, and revenue opportunities

 As Assistant Concierge Manager, we expect from you:

• Minimum 4 years of relevant experience in Concierge operations, preferably in a luxury hotel environment
• Excellent written and spoken English, Cantonese and Putonghua
• Extensive knowledge of local attractions, dining, entertainment and destination services
• Strong communication and interpersonal skills with the ability to build effective relationships with guests, colleagues and business partners
• Proficient in hotel property management systems and Concierge-related applications
• Service-oriented, proactive and detail-minded, with a passion for delivering exceptional guest experiences

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.

We’re Fans. Are you?