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 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 recognized 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.

Mandarin Oriental, Makati is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens, at the prestigious corner of Paseo de Roxas and Makati Avenue. Scheduled to open in 2026, this landmark development will feature 275 elegantly appointed guestrooms and suites, offering a refined blend of contemporary design and timeless sophistication. Guests will enjoy an exceptional array of world-class amenities, including a curated selection of restaurants, a stylish bar, a serene pool area, and the brand’s signature spa. Designed to be a sanctuary in the heart of the city, the hotel promises an elevated experience for both leisure and business travelers seeking comfort, excellence, and distinction in Manila.

The Role

The Assistant Chief Concierge supports the Chief Concierge in leading the Concierge team to deliver exceptional, personalized, and anticipatory guest services aligned with Mandarin Oriental’s luxury brand standards. This role ensures seamless guest experiences, oversees daily concierge operations, and drives service excellence through leadership, training, and attention to detail.

The role is highly guest-facing and requires strong local knowledge of Manila, impeccable communication skills, and the ability to curate bespoke experiences for high-profile and VIP guests.

Key Responsibilities

Pre‑Opening & Service Establishment

• Assist the Chief Concierge in the planning, development, and implementation of Concierge operations, standards, and procedures ahead of hotel opening
• Curate signature guest experiences and destination offerings aligned with Mandarin Oriental’s brand positioning
• Collaborate with Operations, Marketing, and Hotel Leadership to establish service concepts and guest journey touchpoints
• Support pre‑opening activities including hiring, training, test‑stays, and operational readiness exercises

Guest Experience & Service Excellence

• Deliver personalized concierge services that exceed guest expectations in line with Mandarin Oriental standards.
• Anticipate, recognize, and respond promptly to guest needs, preferences, and special requests.
• Handle VIP guests, long-stay guests, and high-profile clientele with utmost discretion and professionalism.
• Resolve guest complaints or service challenges efficiently and proactively.
• Maintain strong relationships with repeat guests and recognize preferences to enhance loyalty.

Operations Management

• Assist in overseeing daily operations of the Concierge Desk, Bell Desk, and Transportation services.
• Ensure smooth coordination between Concierge, Front Office, Housekeeping, and Guest Relations.
• Monitor service delivery standards and ensure consistency across all shifts.
• Support scheduling, staffing levels, and task delegation to ensure optimal coverage.
• Ensure proper handling of luggage, deliveries, messages, and guest requests.

Leadership & Team Development

• Supervise, coach, and mentor Concierge and Bell team members to maintain high performance.
• Conduct on-the-job training and ensure adherence to luxury hospitality standards.
• Lead by example in appearance, professionalism, and guest interaction.
• Assist in performance evaluations, feedback sessions, and disciplinary actions if needed.
• Foster a culture of teamwork, accountability, and continuous improvement.

Concierge Services & Destination Expertise

• Provide expert knowledge of Manila’s dining, entertainment, shopping, cultural, and business venues.
• Curate customized itineraries and exclusive experiences tailored to guest preferences.
• Maintain an up-to-date database of local contacts, partners, and service providers.
• Coordinate restaurant reservations, transportation, tours, event tickets, and special arrangements.
• Stay informed on local events, openings, trends, and VIP happenings in the city.

Quality Assurance & Brand Standards

• Ensure all interactions reflect Mandarin Oriental’s legendary service standards and brand values.
• Conduct regular service audits and identify areas for improvement.
• Ensure grooming standards, desk presentation, and back-of-house organization are immaculate.
• Support implementation of corporate initiatives, guest satisfaction programs, and service audits.

Administrative Duties

• Assist with daily briefings, shift reports, handovers, and documentation.
• Maintain accurate records of guest preferences, requests, and complaints.
• Support inventory control of concierge materials, guest amenities, and supplies.
• Monitor and maximize upselling opportunities for hotel services and partner vendors.

Health, Safety & Compliance

• Ensure compliance with hotel policies, safety procedures, and local regulations.
• Promote a safe working environment and proper use of equipment.
• Support emergency procedures and guest safety protocols when required.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 3–5 years’ experience in Concierge or Front Office operations within a luxury hotel.
• At least 1–2 years in a supervisory role preferred.
• Exceptional interpersonal and communication skills (English required; additional languages an advantage).
• Strong knowledge of Manila’s lifestyle, luxury offerings, and business environment.
• Excellent problem-solving and decision-making abilities.
• High level of discretion and professionalism.
• Strong organizational and multitasking skills.
• Proficiency in property management systems and concierge platforms.
• Ability to work flexible hours, including weekends and holidays.
• Passion for delivering outstanding guest service.
• Positive attitude, polished appearance, and strong presence.
• Detail-oriented with a proactive mindset.
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong cultural awareness and emotional intelligence.

Why Join Us?

Mandarin Oriental offers a world-class environment where your expertise, creativity, and leadership will shape the legacy of our return to Manila. You will be part of a dynamic preopening team committed to excellence, innovation, and authentic Asian hospitality.

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.
• Heath & 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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