Job Description

Mandarin Oriental Punta Negra, Mallorca is looking for a Head Concierge to lead our Concierge Team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

About the job

Based at Mandarin Oriental Punta Negra, Mallorca, as the Head Concierge, you will be responsible is responsible for overseeing the daily operations of the concierge team, ensuring the highest standards of guest service and satisfaction. The Head Concierge will act as the key point of contact for all concierge-related matters, working closely with other hotel departments to ensure seamless service delivery.

As Head Concierge, you will be responsible for the following duties:

• To ensure smooth operations and exceptional service within the Concierge Team.
• To lead, train and manage the Concierge Team, fostering a culture of excellence and continuous improvement.
• To ensure customer satisfaction from pre arrival to post departure in accordance with the standards and procedures manual and the Legendary Quality Experience (LQE).
• To ensure that the FLHSS standards are maintained and carried out. They must be monitored regularly to ensure maximum compliance with the MOHG health and safety audit.
• To arrange and oversee guest requests such and not limited to, reservations for dining, entertainment, transportation and special events, ensuring priority access for guests.
• To ensure all guest requests are handled efficiently, from simple inquiries to highly personalised arrangements.
• To provide detailed information on local attractions, cultural experiences, and shopping options, ensuring guests maximise their stay.
• To oversee mail, messages, and parcels for both in-house and future guests.
• To supervise the preparation of guest itineraries, ensuring customised experiences tailored to guest preferences.
• To establish and maintain relationships with luxury service providers, such as restaurants, entertainment venues and personal shopping consultants.
• To perform any other reasonable duties as required by the Rooms Division Manager.

As Head Concierge, we expect from you: 

Experience and education

• To be a member of the Clefs d’Or, with a minimum 5 years of experience in a Concierge role within a luxury hotel.
• Previous supervisory or managerial experience leading a Concierge team.
• Expert knowledge of the local luxury scene, including high-end dining, exclusive events, and cultural landmarks, luxury shopping to deliver both exceptional and exclusive guest experiences.
• Expert knowledge of VIP guest handling, personal shopping, and exclusive service arrangements.

Technical Skills

• Strong communication skills in English and Spanish (additional languages are a plus).
• Strong IT skills, with proficiency in Windows operating systems, Microsoft Office Suite (Excel, Word, Outlook), and concierge management systems (e.g., Alice, Alliants, Concierge Organizer, etc).
• Strong negotiation and relationship management skills, working with external vendors and service providers.
• Flawless discretion and confidentiality, ensuring privacy and security for high-profile guests.
• Strong understanding of SOPs, brand standards, and luxury hospitality service expectations.
• High attention to detail and a strong focus on maintaining quality service and operational excellence.
• Strong decision-making skills and ability to take responsibility and accountability in what your departments are responsible for. 

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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