Concierge Attendant

Mandarin Oriental Sanya is looking for a Concierge Attendant to join our Front Office Department 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 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 Sanya features 278 elegantly designed rooms, suites and private pool villas. The Spa at Mandarin Oriental, Sanya is set in serene surroundings and consists of 18 treatment suites situated in 8 beautifully appointed villas. Each treatment suite includes private steam showers and the couples, VIP suites are furnished with sauna, steam room and oversized bathtub. Some of the luxury treatments on offer include the signature Oriental Essence, Thai, Aromatherapy, Deep Tissue, Aromatherapy, and Mandarin Oriental facial therapies.

About the job

Based at the Mandarin Oriental Sanya within the Front Office Department in Sanya the Concierge Attendant is under the general direction of the Chief Concierge. Its responsibilities are to maintain operational efficiency in Concierge operation and encourage supportive functional assistance to all departments. Also to promote desired work culture in Concierge area to achieve service production.

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

• Responsible for accurate and efficient luggage loading, unloading, delivery and storage
• Address guests by name with a natural, sincere smile and maintain eye contact
• Welcome and escort guests to rooms in a professional, friendly and genuine manner
• Deliver and collect guest luggage within 8 minutes
• Drive hotel buggies after training and certificated
• Ensure secure and systematic storage of all guest luggage and belongings
• Timely and neat delivery of newspapers and requested items to guest rooms
• Record all deliveries, arrivals and departures accurately on the Bellman Control Sheet
• Handle and deliver guest messages and items promptly and correctly
• Attend to guest queries and requests in a helpful, professional, warm and friendly manner
• Arrange taxi and limousine services for guests and visitors
• Communicate pertinent information effectively between shifts
• Maintain neat and tidy working areas, including ashtrays
• Collect guest preferences and exceed expectations
• Maintain comprehensive knowledge of Sanya city information and local updates
• Understand and practice guest recognition
• Adhere to all hotel rules and regulations as stated in the Staff Handbook
• Maintain thorough knowledge of LQE, USP and SOP
• Assist and perform other duties as required and directed
• Be fully aware of fire and emergency procedures and responsibilities
• Acquire working knowledge of hotel systems through training
• Master all policies and procedures related to Concierge Attendant role
• Maintain immaculate personal presentation and comply with uniform standards
• Have complete knowledge of hotel services, facilities, outlets, hours of operation and offerings
• Be aware of daily arrivals, VIPs, returning guests and special requests
• Provide helpful and accurate information to guests
• Identify opportunities to increase hotel profitability within the section
• Support, encourage and assist colleagues as required
• Respond to emergencies or difficult situations as assigned by management
• Work in other sections when needed

Measurable Objectives

• Ctrip rating above 4.8, TripAdvisor rank Top 10 in Sanya
• Ensure Concierge service standards and pass LQA audit
• Achieve Fans of MO related targets set by the corporate

As Concierge Attendant, we expect from you: 

• Strong interpersonal and problem-solving abilities
• Excellent Hotel product and local destination knowledge
• Highly responsible & reliable
• Works well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, always remaining calm and courteous
• English language skills
• Customer focused: anticipates guest needs, attentive to detail, natural warm smile
• Team player: collaborates cross-departmentally, positive influence on others
• Delivers their best: energetic, meets MOHG standards, open to feedback
• Trustworthy and responsible: punctual, honest, safety & environmentally aware
• Composed: calm under pressure, mature, flexible problem-solving
• A MOHG ‘Fan’/Committed: embodies brand values, understands LQE & Pillars

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.

Add any local benefits

• A competitive salary and benefits packages
• Annual Leave and Public Holidays
• Social Insurances and Housing Fund
• Free accommodation and meals

We’re Fans. Are you?