Concierge

With more than 350 colleagues, we are seeking Concierge with the passion to deliver the best service and exceed our guest’s expectations.

**The Company**

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

**The Hotel**

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

**Scope of Position**

The Concierge is responsible for providing a five-star service to all guests and according to the company quality standards. The Concierge will demonstrate wide knowledge, responsibility and creativity attending all guest's needs and requests.

**Duties and Supporting Responsibilities**

**Duties**:

- Attend all guests according to the Company and Hotel philosophy.
- Ensure customer satisfaction from the first interaction to departure in accordance to the MOHG Legendary Quality Experience (LQEs), the MOHG Pillars and the perspective service standards of MOQA.
- Respond properly to the all guest requests using the proper communication skills.
- Provide a five-star service by showing and extensive knowledge of: All Hotel services, facilities, Madrid and Surrounding areas, Transportation, Restaurants, Attractions, Retails, Sightseeing and Cultural or Art Activities, etc
- Create focused and clear conversation / Interaction with guest.
- Provide the guest with accurate information.
- Personalize any interaction with guest to delight and gain fidelity and loyalty.
- Identify guest request and be proactive by anticipating their needs.
- Assist guest with recommendations, bookings and confirmations.
- Record properly all the guest request and confirmation via front desk systems (e.g Alice, Infor, Hotsos).
- Ensure an efficient follow up to all guest requests or experiences.
- Ensure the correct billing of services provided by the Concierge Desk.
- Communicate all important or additional details directly to the Concierge Supervisor, Assistant Chef Concierge or Chef Concierge even with other department when appropriate.
- Ensure an efficient and clear communication with colleagues, other department and concierge’s service provider.
- Ensure a correct and clear handover to the next shift.
- Organize and attend a daily morning briefing with colleagues as Concierge, Bell Captain, Porter, Doorman and Bell boy.

**Responsibilities**:

- Understand and comply with all Concierge SOP´S.
- Assume all the responsibilities and duties during the shift.
- Act with extreme responsibility when dealing with guest personal or confidential information. Do not divulge or transfer any data concerning the guest.
- Ensure an appropriate work atmosphere with colleagues and concierges service provider.
- Ensure and efficient and appropriate environment team work.
- Appropriate, reasonable and professional use of the hotel’s network.
- Support and adhere to all M.O policies and procedures relating to Safe, Sound and Sustainable.
- Act all the times as Hotel Ambassador.
- Ensure compliance with the MOHG Social Media Policy, ie. to be fully responsible for the content you publish on any social media platform including personal site.
- Carry out any additional duties requested by the management related to the Concierge Desk or Hotel operational activities.