Mandarin Oriental, Guangzhou is looking for a Concierge Supervisor to join our Front Office team.

Do you want to deliver the exceptional? Work 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, every day, everywhere.

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 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for crafting time-enriching experiences that transform the ordinary to the exception and guests to fans.

Located in Guangzhou’s Tianhe CBD and designed by tonychi studios, Mandarin Oriental, Guangzhou offers spacious guestrooms, suites and stylish service apartments. Diverse dining choices include Two MICHELIN Stars Jiang by Chef Fei, MICHELIN-Selected Restaurant Ebony, The Mandarin Cake Shop and The Loft. The Spa at Mandarin Oriental, Guangzhou was awarded five-star recognition by Forbes Travel Guide and offers visitors peace and tranquillity in nine private treatment rooms.

About the job

Based within the Front Office in Guangzhou, The Concierge Supervisor will provide supervision to the team in accordance with the objectives, performance and quality standards established by the hotel. The Concierge Supervisor reports to the Assistant Chief Concierge .

As Concierge Supervisor, you will responsible for the following duties:

• Accountable for achieving the goals of Guest Loyalty and Satisfaction Survey (LRA) and Mystery Shopper (D’Richey and Coyle) of the department as well as the hotel.
• Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect and colleague commitment for achieving the goal (Colleague Engagement Survey) of the department as well as the hotel. Ensures departmental practices are compliant with company policies and legal requirements.
• Following FLHSS standards for achieving the goal (FLHSS Audit) of the department as well as hotel.
• Continually proactively find ways to improve the scores of all audits related to the department.
• Effectively and proactively supervise colleagues to ensure that all departmental standards and goals are understood and met.
• Plan colleagues’ meal break, day-off and vacation schedule with Concierge team to ensure staffing levels allow for the varying business levels throughout the various areas and is maintained at an appropriate level to match business demand.
• Keep an effective manning by closely monitoring and planning on colleagues’ meal break, day-off and vacation schedule. Ensure staffing levels allow for the varying business levels throughout the various areas and is maintained at an appropriate level to match business demand.
• Assist Concierge Supervisor and Chief Concierge to identify any training needs and recommend effective training programmes to ensure service standards and colleagues’ knowledge are met with required standards.
• Familiar with all Concierge’s Standard Operations Procedures and hotel’s policies and procedures. Responsible for conducting trainings in Concierge team. Make recommendation to Concierge Supervisor on operating procedures to ensure smooth operation when necessary.
• Familiar with Concierge related FLHSS policies and procedures to ensure it is properly followed .
• Develop thorough understanding of all FLHSS policies and procedures and be prepared to play a role in any emergency situations .
• Supervising the Bellboy, Doorman and Airport Representative’s day-to-day performance and proactively provide support and assistance whenever required.
• Ensure the team respond to all guest requests and inquiries in a timely manner and be always mindful of LQE.
• Always stationed at hotel lobby / hotel entrances/ doors to proactively offer assistance to guests whenever possible and even when passing by, also, assist with daily operations of Bellboy and Doorman.
• Be knowledgeable about all the services, facilities, events in the hotel and be ready to sell/ upsell/ cross-sell hotel services to guests at anytime.
• Act as a guide when guests ask for direction and physically assist them to their destination within the hotel.
• Be fully aware of every day’s expected flow of guests (arrivals, departures) and hotel’s events as well as events in town.
• Supervise Bellboy to hoist / lower flags in accordance to schedule time. Be aware of any special events notified by the government regarding the half mast.
• Conduct paging services in the hotel lobby.
• Control the traffic flow of hotel entrances, particularly main entrances, and parking spaces’ availability if required.
• Responsible for receiving, organizing and delivery of newspapers for guests, restaurants and offices per request/ preference.
• Closely monitor and control the traffic flow of hotel entrances, particularly main entrances, and parking spaces’ availability.
• Handle luggage (arrival, departure, storage, hold for collection, room change) and parcel/ mails/ message/ facsimile handling, outgoing and incoming, (in house, hold for collection, on-day arrival, check-out, no booking etc)  in accordance with company’s policy and procedure as well as LQE standards.
• Assist with luggage, shopping bags and others; and responsible for loading items onto carts for delivery including providing baggage checks for guests .
• Assist guests with vehicle doors upon arrival and departure. Ensure Doorman and Bellboy properly and carefully load any luggage or bags from or to the vehicle and reconfirm with guests before releasing the vehicle .
• Closely supervise Bellboy on luggage delivery (check-in and check-out) to ensure LQEs standards are constantly delivered and no soliciting for gratuities.
• Closely monitor the luggage temporary placed at public area, even with the guests, together with Security Officer.
• Lock all luggage deposited by guests for temporary storage with a rope before it is being safely transferred to a designated storeroom/ guest room by Bellboy.
• Carefully handle all fragile items and computers (e.g .notebook/ netbook/ ipad) to ensure stored safely/ handled with special care.
• Ascertain Bellboy's errand card/ baggage claim checks are being used for arrival and departure guest to ensure control are being established.
• Extend sincere appreciation to all guests upon retrieving luggage on check-out.
• Check stored luggage weekly and follow up in accordance to company’s policies and procedures and report to Concierge Supervisor of the status after checking.
• Assist to check all the hotel limousine fleet, and other types of vehicles, if required to ensure it’s maintained in a standard representing the brand and for creating a legendary quality experience.
• Supervise Doorman, Bellboy and Airport Representative to ensure all arriving/ departing guests are meet and greet/ bid farewell upon arrival/ departure at main entrance in accordance with LQE standards.
• Assist with daily operations of Bellboy/ Doorman/ Airport Representative whenever required or busy. Relieve duty and day-off of Bellboy/ Doorman/ Airport Representative when needed and upon request by superior.
• Work together with Concierge to constantly provide training and briefing to Bellboy on luggage delivery, both check-in and check-out, to ensure LQEs standards are constantly delivered and no soliciting for gratuities.
• Work closely with Concierge of any system downtime situation (PSMS) and be acknowledgeable to supervise the team (e.g. check-in, check-out, room change etc) to ensure guest satisfaction is still being highly maintained during the system downtime.
• Maintain all departmental assets including equipment repairs and maintenance.
• Always keep front-of-house counters and back-of-house spaces clean, organized and meet with FLHSS requirement.
• Supervise the handling and daily usage of company keys (FLHSS related key management) by the team.
• Ensure the grooming standards is well maintained before starting/ during the shift duty and the grooming standards of Bellboy, Doorman and Airport Representative are always well maintained.
• Have an effective and proper shift handover before off-duty ensuring next shift colleagues are well informed on any pending matters require follow up.
• Attend departmental daily briefing, monthly team meeting, departmental meeting and/ or other meetings upon request by superior.
• Proactively organize monthly team meetings and regularly meeting with colleagues to enhance effective communication and seek ways to continually to keep us the best .
• Ensure instructions from senior management is being conveyed and followed through.
• Always maintain a good work relationship with other departments .
• Other ad hoc tasks and duties as required by Concierge Supervisor and Chief Concierge.

As Concierge Supervisor, we expect from you:

• Minimum of 2 years relevant position in luxury hotels.
• Desire to serve and to provide excellent guest services.
• A team player, be able to multi-task and remain composed at all times.
• Able to communicate in spoken English and Mandarin

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.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Competitive Benefits Package.

We’re Fans. Are you?

广州文华东方酒店现诚聘礼宾主管加入前厅部团队。

你是否渴望成就卓越？是否期望与团队协作取得成功，彰显诚信与尊重，并肩负责任？是否秉持不断成长的信念？我们诚邀你一同不懈追求，卓尔不凡。

文华东方是一家屡获殊荣的酒店集团，拥有及管理全球享负盛名的酒店、度假酒店及酒店管理式住宅，遍布全球最受欢迎的目的地，并拥有强大的发展前景。文华东方酒店集团为宾客提供融合东方魅力的21世纪奢华体验，凭借打造全球多个备受瞩目的项目而日益受到广泛认可。最为人称道的是，文华东方酒店集团致力于打造丰盈时光的体验，将平凡转变为卓越，将宾客转化为粉丝。

广州文华东方酒店位于广州市天河中央商务区核心地段，由季裕棠设计师事务所设计，提供广州城中宽敞的客房体验。酒店的米其林二星粤菜餐厅江-由辉师傅主理、米其林指南入选餐厅悦铂尼、文华饼店和The Loft酒吧为宾客提供了丰富的餐饮选择。蝉联福布斯旅游指南五星水疗奖的水疗中心环境典雅舒适，是这座喧嚣都市中沉思遐想和探索发现的世外桃源。

关于职位

该职位位于广州文华东方酒店前厅部，礼宾主管负责根据酒店制定的目标、绩效和质量标准对团队进行监督。礼宾主管向副礼宾司汇报。

作为礼宾主管，你将负责以下职责：

• 负责实现部门和酒店的顾客忠诚度和满意度调查（LRA）和神秘购物者（D'Richey和Coyle）的目标。
• 支持、创造和促进热情氛围；维持一个促进团队合作、绩效、反馈、认可、相互尊重和同事承诺的工作环境，以实现部门和酒店的目标（同事敬业度调查）。确保部门实践符合公司政策和法律要求。
• 遵循FLHSS标准，以实现部门和酒店的目标（FLHSS审计）。
• 持续主动地寻找方法来提高与部门相关的所有审计的分数。
• 有效、主动地监督同事，确保理解并达到所有部门标准和目标。
• 与礼宾部团队一起规划同事的用餐休息、休息日和假期计划，以确保人员配备水平能够满足各个区域不同的业务水平，并保持在适当的水平，以满足业务需求。
• 通过密切监控和计划同事的用餐休息时间、休息日和假期安排，保持有效的人员配备。确保人员配备水平考虑到各个领域的不同业务水平，并保持在适当水平，以满足业务需求。
• 协助礼宾部主管和总礼宾部确定任何培训需求，并建议有效的培训计划，以确保服务标准和同事的知识符合要求的标准。
• 熟悉所有礼宾部的标准操作程序以及酒店的政策和程序。负责礼宾部的培训。向礼宾部主管推荐操作程序，以确保必要时的顺利操作。
• 熟悉礼宾部相关的FLHSS政策和程序，确保其得到正确遵守。
• 全面了解FLHSS的所有政策和程序，并准备在任何紧急情况下发挥作用。
• 监督行李员、门卫和机场代表的日常工作，并在需要时主动提供支持和协助。
• 确保团队及时回应所有客人的要求和询问，并时刻注意LQE。
• 始终驻扎在酒店大堂/酒店入口/门口，尽可能主动向客人提供帮助，甚至在经过时，也协助行李员和门卫的日常操作。
• 了解酒店的所有服务、设施和活动，随时准备向客人销售/追加销售/交叉销售酒店服务。
• 当客人询问方向时，充当向导，并协助他们到达酒店内的目的地。
• 充分了解每天的预期客流量（到达、离开）和酒店活动以及镇上的活动。
• 监督行李员按照计划时间升/降旗。注意政府通知的有关半旗的任何特殊事件。
• 在酒店大堂提供传呼服务。
• 控制酒店入口的交通流量，特别是主要入口，以及停车位的可用性（如果需要）。
• 根据客人的要求/喜好，负责为客人、餐厅和办公室接收、组织和递送报纸。
• 密切监控酒店入口的交通流量，尤其是主要入口，以及停车位的可用性。
• 根据公司政策和程序以及LQE标准，处理行李（到达、离开、储存、代收、换房）和包裹/邮件/信息/传真处理、发送和接收（内部、代收、当天到达、退房、无预订等）。
• 协助搬运行李、购物袋等；并负责将物品装载到手推车上交付，包括为客人提供行李检查。
• 在客人到达和离开时协助客人打开车门。确保门卫和行李员正确、小心地将任何行李或行李从车内或运至车内，并在放行车辆前与客人再次确认。
• 在行李交付（入住和退房）方面密切监督行李员，以确保LQEs标准持续交付，并且不索取小费。
• 与保安人员一起密切监控临时放置在公共区域的行李，甚至与客人一起。
• 行李员将客人存放的所有行李安全转移到指定的储藏室/客房之前，用绳子将其锁定，以便临时存放。
• 小心处理所有易碎物品和电脑（如笔记本/上网本/ipad），以确保安全储存/特别小心处理。
• 确定行李员的差事卡/行李认领单正在用于到达和离开的客人，以确保建立控制。
• 在退房取行李时向所有客人表示诚挚的感谢。
• 每周检查存放的行李，并根据公司政策和程序进行跟进。

作为礼宾主管，我们期望你具备以下能力：

• 至少2年奢华五星酒店相关工作经验
• 拥有较强的服务意识
• 沉着冷静，能随机应变多项工作，有团队精神
• 良好的中英文沟通及书写能力

我们对你的承诺

学习与发展：你的成功就是我们的成功。我们为你量身定制专属的学习与发展计划，助力你在职业生涯的各个阶段持续成长。

Mostay酒店入住福利：努力工作的同时，也需要适时放松。作为#MOfamily文华东方酒店集团的一员，无论你身在何处，都可以选择入住我们集团的酒店。MOstay福利为你及你的亲友提供酒店免费住宿和优惠房价。

员工健康：平衡工作与生活至关重要。我们关注你的身心健康，并在全球范围内为所有员工提供多种健康福利和康养体验。

退休计划：你的付出，我们定当回报。我们根据你的服务年限和职位，提供不同的退休计划。

极具竞争力的福利待遇。

We’re Fans. Are you?