Lead Concierge

**THE RESIDENCES**

Mandarin Oriental has experienced exponential growth in the development of The Residences at Mandarin Oriental, in combination with hotels, to form complex mixed-use and stand-alone projects. Integral to the growth of the Mandarin Oriental footprint, Residences are a new paradigm, and as such require focused operational expertise. In addition to the goal of delivering superior experiences and services to Residences owners, Mandarin Oriental is focused not only on the management of the Residences common areas to the very high standards our guests have become accustomed, but to continually improving our relationship with Residence owners over the long term.

**STRATEGIC INTENT**

The mission of this position is for the incumbent to assume full responsibility for all aspects of residential services, concierge operations, and the lifestyle experience of our residents during both the pre-opening and post-opening phases.

The incumbent is expected to demonstrate tenacity, creativity, flexibility, and unwavering commitment to ensure a successful residential launch, strategic positioning, and continued operation — all delivered on budget and on time.

**SCOPE OF POSITION / SUMMARY**

**ORGANIZATION STRUCTURE**

Governance of The Residences will be undertaken through a Condominium Juristic Person, a representative body whose directors will be comprised of and elected by Residences owners. The CJP has been retained to manage the Residences and provide services to Residences owners.

The Lead Concierge reports to the Director of Residential Operations and will supervise the concierge team.

**DUTIES AND SUPPORTING RESPONSIBILITIES**
- Manage the consistent delivery of guest services with the company’s core standards and brand attributes.
- Assist the Director of Residences in implementing a comprehensive maintenance and housekeeping program for in-residence service.
- Develop and maintain vendor and community relationships in the interest of the management and guests.
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property’s competitive position in anticipation of changing customer needs within the dynamic hospitality, residential and gaming environment.
- Interact and communicate with key departments on the integration of services provided to residents.
- Serve as a public relations representative for property, exhibiting a professional demeanor and willingness to assist residents and management whenever requested
- Maintain all departmental assets including equipment repairs and maintenance and ensure the desk and back-office space are kept clean and organized.
- Provide our residents with full access to all the attractions, activities products and services in Madrid, Spain and worldwide.
- Continually identify resident preferences through conversations and understanding of their requests.
- Have a full knowledge of all transportation forms, the times, directions and costs of each.
- Maintain a full library of brochures, maps and destination magazines.
- Be knowledgeable and ensure all departmental colleagues are knowledgeable about all the arrivals, departures and events in the hotel and residences each day.
- Keep records of all bookings, requests, reservations and confirmations for residents
- Maintain a team of polished, well-trained, and professional Concierges, Doormen, Lifestyle Agents, and Cleaning Attendants capable of delivering unparalleled service that fosters resident and guest loyalty.
- Manage Human Resource responsibilities for the Concierge team. Creates and maintains a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and employee satisfaction. Ensures departmental practices are compliant with company policies and legal requirements
- Ensure the Concierge Team continued growth and development by updating them on all aspects of Madrid and through training of service-related topics.
- Oversee the assigned operational functions within the department consistent with the strategic plan and vision for the department, the division and the property.
- Ensure staffing levels allow for the varying business levels throughout the various areas.
- Develop and implement departmental policies and procedures which ensure prompt efficient service to residents
- Set the standards of professionalism for the department through the development of procedures and the training of service skills.
- Instruct and enforce the proper behaviors of protocol and etiquette that will reflect positively on the overall perception of the property and its service culture.
- Effectively develop and mentor supervisory staff and hourly employees to ensure that all departmental standards and goals are understood and met.
- Coordinate the organization and administrative functions in the Concierge departments.
- Ensure that all reports and data are submitted on time to the relevant cor