Assistant Concierge Manager

About the role

Mandarin Oriental, Singapore, a luxury hotel overlooking Marina Bay, is looking for an Assistant Concierge Manager to join its Concierge Department. The role reports to the Concierge Manager and is responsible for delivering exceptional service to guests, ensuring their comfort, safety and satisfaction.

Key responsibilities

• Ensure the efficiency of the Concierge team, including Porter and Transportation Services.
• Handle guest queries and complaints about rooms promptly, informing the Hotel Duty Manager when necessary.
• Establish and maintain operation standards, and initiate new procedures to improve efficiency, productivity and guest comfort.
• Maintain adequate staffing to meet business demands.
• Carry out personnel and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action and performance monitoring.
• Uphold a high standard of personal hygiene, behaviour and grooming among colleagues.
• Maintain LQE and Forbes standards within the department.
• Plan and administer the weekly duty roster, keeping casual costs within budget.
• Know the hotel's emergency procedures and Business Continuity Plan, and know the names and roles of key personnel.
• Record guest preferences in guest history profiles and keep complete, accessible operational files and records.
• Take part in Les Clefs d'Or activities and share information on arts, culture, entertainment, shopping and places of interest in Singapore.
• Perform other assignments given by management.

Required profile

• Bachelor's degree, postgraduate diploma, professional degree, or equivalent.
• At least 3 years of experience in a luxury hotel or similar capacity.
• Able to work rotational shifts, including weekends and public holidays.

What we offer

• Learning and development programmes tailored to each stage of a career.
• MOstay programme offering complimentary nights and attractive room rates for colleagues and their families.
• Health benefits and wellness programmes.
• Retailment plans depending on length of service and role.