Concierge Manager

About the role

The Mandarin Oriental, Singapore is seeking an experienced Concierge Manager to lead its Concierge Department, including Porter and Transportation services. Reporting to the Director of Rooms, you will ensure the delivery of Legendary Quality Experience to all guests while maintaining operational excellence.

Key responsibilities

• Oversee daily operations of the Concierge, Porter, and Transportation teams to meet performance and quality standards.
• Handle guest queries and complaints promptly, escalating to the Hotel Duty Manager when necessary.
• Develop and implement procedures that improve efficiency, productivity, and guest satisfaction.
• Manage staffing levels, create weekly duty rosters, and control casual labor costs within budget.
• Conduct recruitment, performance appraisals, coaching, disciplinary actions, and annual appraisals for department staff.
• Maintain high standards of personal hygiene, grooming, and behavior for all team members.
• Ensure compliance with emergency procedures and the Business Continuity Plan.
• Prepare departmental requisitions and oversee inventory control.

Required profile

• Proven leadership experience in a hotel concierge or guest services environment.
• Strong understanding of luxury hospitality standards and guest experience expectations.
• Excellent communication skills and the ability to resolve guest issues effectively.
• Ability to motivate and develop a diverse team.
• Knowledge of hotel emergency procedures and business continuity planning.

Required skills

• Leadership and team management.
• Operational planning and roster management.
• Guest service excellence.
• Knowledge of hotel emergency and BCP protocols.