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Concierge Manager

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Singapore MARINA BAY HOTEL PRIVATE LIMITED Full time

Ensure that Legendary Quality Experience (LQE), policies, mission, vision and objectives are followed through.
- Responsible for the efficiency of Concierge Team which includes Porter and Transportation Services.
- Manages guest experiences with string focus on creating and promoting curated experiences for Fans of Mandarin Oriental
- Handles guests’ queries/complaints related to Rooms in a prompt and efficient manner, informing the Hotel Duty Manager when necessary.
- Establish and maintain operation standards. Initiates new procedures to increase efficiency, productivity and maximum guest comfort and satisfaction.
- Ensure effective manning at all times to maximize productivity and business demands.
- Perform all aspects of personnel and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action, monitor performance, etc.
- Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of all colleagues.
- Mainly responsible in upholding LQE and CQE standards within the Concierge Department
- Responsible for updating and maintaining department records, tracking and departmental requisitions through SCM system.
- Responsible for reviewing contracts / agreements relevant to Concierge Department operations.
- Ensure all equipment, appliances, furniture and fixtures under the Concierge Department’s care is well looked after and inventoried, if necessary.
- Plan and administer the duty roster on a weekly basis. Ensuring that casual cost is within budget.
- Knowledge of hotel’s emergency procedure or BCP (Business Continuity Plan).
- Knowledge of the names and designations of key personnel within the MOHG.
- Appraise colleagues annually within the Section and recommend confirmation/promotions.
- Maintain complete and readily accessible files and records necessary for effective operations and future references including FLHSS.
- Participate and be actively involved in Les Clefs d’Or activities to ensure good connections and network of information are maintained and enhanced.
- Update and disseminate information about the Arts, Culture & Entertainment activities, shopping and places of interest in Singapore so as to provide guests with accurate information and capability in securing tickets or admission for guests to these activities.
- Address special guest preferences and ensure this information is communicated to be recorded in guest history profiles.
- Well-versed with Mandarin Oriental Hotel Group goals and information.
- Supervise and train all Concierge duties including auditing of Colleagues.
- Is the key person stationed in the lobby to welcome, greet and actively engage guest.
- Works closely with the Front Office, Housekeeping, Room Services, Executive Office, and all F&B departments.
- Perform any other reasonable duties as required by the Director of Rooms/Front Office Manager or management from time to time.