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Assistant Head Concierge

Milan, Italy

Assistant Head Concierge

  • Milan
  • Rooms Division
  • Full time
  • Closing at: Feb 1 2022 at 02:15 HKT

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 over 40 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel:

Ideally located on the charming Via Andegari, Mandarin Oriental, Milan is a stylish and intimate hotel, featuring 104 guestrooms, including 32 beautifully appointed suites. Set in the heart of the city, only steps away from the world-renowned La Scala opera house, it inhabits four elegant 18th Century buildings in Milan's most prestigious district. The hotel features a fine-dining restaurant, Seta and a bar-bistro, Mandarin Bar + Bistrot where an eclectic choice of contemporary cuisine and cocktails are offered in chic surroundings. The Spa at Mandarin Oriental, Milan is the city's most comprehensive, offering a holistic approach to rejuvenation and relaxation in tranquil, meditative surroundings that feature indoor swimming pool and six private treatment rooms. In addition, the hotel has two versatile function rooms that benefit from natural daylight.

 

Duties and Supporting Responsibilities

  • Provide guests access to all that Milan has to offer within the scope of availability
  • Offer a warm, sincere and personalized welcome to all guests
  • Create special conversations with guests, which identify personal preferences in order to record in each guest's profile history
  • Have an in-depth knowledge or access to information  regarding directions, travel time, cost and various forms of transportation
  • Maintain a constantly updated database with extensive information about city highlights
  • Maintain a consistent and sufficient level of brochures, maps and handouts
  • Maintain a daily sheet (via software) of all guest requests, reservations and confirmations for guest
  • Be knowledgeable of all in-house and arriving guests
  • Be aware of all daily events in the hotel
  • Arrange tickets for theatre, sporting events and local attractions
  • Make and confirm dining reservations
  • Make and confirm all transportation arrangements with contracted limousine company
  • Provide guests with a confirmation of dining reservations, transportation, theatre tickets, etc. in the form of written, printed, or computer-generated forms
  • Communicate all important details, of internal or external relevance, to management and colleagues, throughout the hotel
  • Disseminate information of relevance within the department
  • Communicate information effectively to concierge staff
  • Arrange for package delivery and pickup for guests.
  • Communicate all important details to management and colleagues
  • Maintain a clean, neat and organized desk
  • Act as a guide when guests ask for direction and assist them to destinations within the hotel
  • Provide clear directions for all guests travelling outside the hotel
  • Respond to all guest needs and requests
  • Train, coach and support the Concierge staff colleagues

 

 

Requirements

 

Mandatory

  • Five years experience as a Concierge within a luxury hotel setting
  • Milan experience
  • Bachelor's degree in hospitality or related field
  •  Strong written and verbal communication skills required
  • Able to multi-task
  • The ability to work well in a team environment
  • Able to stand for extended periods of time
  • Must be professional and possess excellent presentation, communication, organization, and effective time management skills
  • Must have very strong knowledge of the restaurants, bars, nightclubs, theatres, shows and attractions in Milan
  • Flexible schedules and working hours; willingness to work weekends & holidays required.

 

Desirable

  • Multi-lingual
  • Prior experience in a renovation or pre-opening environment

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

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