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Assistant Concierge Manager

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Mandarin Oriental Hotel Group

1mo ago

  • Job
    Full-time
    Mid Level
  • Hospitality & Retail
    People, HR & Administration
  • Abu Dhabi

AI generated summary

  • You should have a BSc in Hospitality Management, luxury hotel experience, strong communication skills, a customer-service focus, and proficiency in English; additional languages are a plus.
  • You will supervise daily Bell Department operations, ensure guest satisfaction, manage luggage services, train staff, maintain standards, and stay updated on local events and services.

Requirements

  • BSc or similar in Hospitality Management is preferred
  • Experience in a high volume internationally recognized luxury hotel chain and a few years in a similar position is required
  • An outgoing personality with excellent communication and organizational skills, problem solving, detail oriented and multitasking
  • Customer-service oriented, helpful and enthusiastic, with a good sense of humor
  • Good command of written and spoken English, additional language will be an advantage

Responsibilities

  • Assistant Concierge Manager is required at all times to set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Emirates Palace Mandarin Oriental policies and procedures, loyalty to management and interdepartmental cooperation.
  • To supervise the day-to-day operation of the Bell Department.
  • Ensure that the Emirates Palace Entrance, Lobby and lights are clean, neat and tidy and inform Housekeeping or Engineering of any work that may be required.
  • To check guests’ needs by liaising with other operational departments.
  • To assist guests in itinerary planning and suggestion of activities. Build an excellent relationship with any travel related industry in the area.
  • Keep up to date with happenings and new venues in Abu Dhabi and beyond, ensuring team is fully aware of relevant information and concepts, to make proper recommendations to guests.
  • To supervise the day-to-day collection and delivery of luggage ensuring that a speedy and efficient service is provided to all guests and patrons of the Emirates Palace Mandarin Oriental.
  • Monitor HotSOS and HelloMO for efficient operations and swift response to guest queries.
  • To instruct the Bell Captain and supervise the daily operation.
  • To organize assistance with guest luggage and parcels, ensuring that luggage is collected and delivered speedy and efficiently when requested.
  • Furnish the guest or their interested parties such available information as any be needed and requests, provided that the information is not deemed confidential by the management policies, rules and regulations.
  • Ensure all staff are fully aware of any special event in the Emirates Palace and in Abu Dhabi and regularly update the staff of any changes.
  • Place orders for the newspaper requirement of the daily operations.
  • To assist in maintaining and developing agreed standards within Concierge Department.
  • To attend all F.O. meetings, training sessions/program that are requested by the Emirates Palace Mandarin Oriental Management.
  • To assist in the conducting of annual performance evaluations.
  • To have a full working knowledge and capability to supervise, train, correct and demonstrate all duties and tasks in the assigned place of work according to the standard operating procedures.
  • Revise and elaborate SOPs when appropriate.
  • Train team and new joiners on SOPs, LQA and Forbes Standards.
  • To assign responsibilities to staff members, implementing multi-tasking and periodic performance checks.
  • Ensure that luggage storage room is in order, guest baggage/articles are stored/registered correctly, and items that exceed the established time frame pass to the next phase as per policy.
  • To assist in planning the weekly working schedules to ensure that the outlets are adequately staffed to handle the levels of business.
  • To ensure that all employees report for duty punctually always wearing the correct uniform and name badge.
  • Ensure that grooming of team is at highest level and compliant with MOAUH standards.
  • Assist in the training of the employees ensuring that they have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
  • To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Emirates Palace Mandarin Oriental policy on Fire, Hygiene, Health & Safety.
  • To ensure that all potential and real hazards are reported and rectified immediately.
  • To understand and strictly adhere to the Emirates Palace Mandarin Oriental Employee rules & regulations.
  • To report for duty punctually always wearing the correct uniform and name tag.
  • Any other duties, which may be assigned to you from time to time as directed by your supervisor or manager.

FAQs

What are the main responsibilities of the Assistant Concierge Manager?

The main responsibilities include supervising the Bell Department's operations, ensuring cleanliness in key areas, assisting guests with itinerary planning, monitoring staff performance, and maintaining high standards of guest relations and service.

What qualifications are preferred for this position?

A BSc or similar in Hospitality Management is preferred, along with experience in a high-volume internationally recognized luxury hotel chain and several years in a similar position.

What kind of personality traits are ideal for this role?

An outgoing personality with excellent communication and organizational skills, problem-solving abilities, attention to detail, the ability to multitask, and a customer-service orientation are ideal traits.

Is proficiency in languages other than English beneficial for this job?

Yes, a good command of written and spoken English is required, and proficiency in additional languages will be considered an advantage.

What does the Assistant Concierge Manager need to do regarding staff management?

The Assistant Concierge Manager is responsible for assigning tasks to staff members, training new employees, conducting performance evaluations, and ensuring compliance with grooming and appearance standards.

How is guest satisfaction monitored in this role?

Guest satisfaction is monitored by liaising with other operational departments, checking on guests' needs, and responding swiftly to queries through systems like HotSOS and HelloMO.

Are there opportunities for training and development within the role?

Yes, the Assistant Concierge Manager is expected to attend training sessions, assist in training employees, and help maintain agreed standards within the Concierge Department.

Is adherence to safety and hygiene policies emphasized in this role?

Absolutely. The Assistant Concierge Manager must understand and strictly adhere to the established rules and regulations concerning fire, hygiene, health, and safety.

What is the expected approach to performance under pressure in this job role?

The Assistant Concierge Manager should remain customer-service oriented, helpful, enthusiastic, and maintain a positive attitude, even under pressure.

What is the typical working environment for the Assistant Concierge Manager?

The working environment includes the Emirates Palace Mandarin Oriental, ensuring a high standard of luxury service while supervising and coordinating team activities and guest interactions.

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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.