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Concierge Supervisor

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Mandarin Oriental Hotel Group

14d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need a high school diploma, 3 years in a 5-star hotel, 2 years as a concierge, strong MS Office skills, Dubai experience, and excellent communication and leadership abilities.
  • You will train and supervise the concierge team, welcome guests warmly, manage requests, provide directions, track reservations, monitor services, and stay updated on local trends.

Requirements

  • High School Diploma or equivalent.
  • Minimum 3 years’ experience working in a 5-star hotel environment.
  • Minimum 2 years Concierge experience in a luxury hotel.
  • Strong command of MS Office products, GoConcierge, and Hotsos.
  • Pre-opening experience is an advantage. Previous experience working in Dubai is a MUST.
  • Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service and the ability to interact effectively with guests and colleagues.
  • Ability to understand guest needs and expectations and to deliver superior customer service.
  • Clear communication; effective verbal and written communication skills in English. Arabic is an advantage.
  • Proven ability to successfully motivate and lead a team.
  • Strong leadership skills with the ability to inspire and manage a team effectively.
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including.

Responsibilities

  • Train, direct and supervise the Concierge daily operation of the department.
  • Offer a warm, sincere and personalized welcome to all guests.
  • Create special conversations with guests, which identify personal preferences in order to record in each guest’s profile history.
  • Act as a guide when guests ask for direction and assist them to destinations within the hotel.
  • Provide clear directions for all guests travelling outside the hotel.
  • Respond to all guest needs and requests.
  • Monitor the driveway during high traffic periods.
  • Monitor the valet parking and limousine contracted company and giving feedback to make changes to improve the service quality.
  • Maintain a daily sheet of all guest requests, reservations and confirmations for guests and keep track of all reports.
  • Ensure all the FLHSS&E requirements and procedures are followed by the team.
  • Revising and adjusting procedures and tasks according to business trends.
  • Working closely with Front Office team including PBX to ensure efficient following of the service.
  • Be knowledgeable of all in-house and arriving guests.
  • Be aware of all daily events in the hotel.
  • Arrange for package delivery and pickup for guests.
  • Provide a daily list to the Front Office Manager and Hotel Duty Manager of transportation reservations.
  • Stay current with local trends, events, and developments to provide up-to-date information and recommendations.
  • Lead and manage the concierge team, including recruitment, training, scheduling, and performance management.

FAQs

What is the primary responsibility of a Concierge Supervisor at Mandarin Oriental Downtown, Dubai?

The primary responsibility of a Concierge Supervisor is to help the Chief Concierge supervise the Concierge team in providing luxury services to guests and colleagues, ensuring that moments are turned into memorable experiences.

What qualifications are required for this position?

Candidates must have a High School Diploma or equivalent, a minimum of 3 years’ experience in a 5-star hotel environment, and at least 2 years of Concierge experience in a luxury hotel.

Is previous experience working in Dubai necessary for this role?

Yes, previous experience working in Dubai is a must for this position.

What languages are preferred for this job?

Proficiency in English is required, and knowledge of Arabic is an advantage.

What software skills are necessary for the Concierge Supervisor role?

A strong command of MS Office products, GoConcierge, and Hotsos is necessary for the role.

What are some expected duties of the Concierge Supervisor?

Duties include training and supervising the Concierge team, offering a personalized welcome to guests, responding to guest needs, maintaining daily sheets of guest requests, and staying informed about local trends and events.

How important is guest interaction in this role?

Guest interaction is crucial, as the Concierge Supervisor is expected to engage with guests, identify their preferences, and provide exceptional customer service.

Does the position require physical capabilities?

Yes, the role requires physical capabilities to stand for long periods and flexibility to work various shifts.

What kind of leadership skills are important for this position?

Strong leadership skills are essential, including the ability to motivate, inspire, and manage the Concierge team effectively.

Is pre-opening experience an advantage for this position?

Yes, pre-opening experience is considered an advantage for candidates applying for the Concierge Supervisor role.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.