E-Concierge Manager

Mandarin Oriental Hotel Group

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.

Increasingly recognized 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 creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

Mandarin Oriental, Costa Navarino

Located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport.

The beachfront resort is part of the sustainable resort destination of Costa Navarino, a well-established tourism destination which includes 3 other resorts. It comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

Scope of Position:

The E-Concierge Manager creates, develops, coordinates internal and external guest experiences for our resort guests (inside and outside) to make their stay exceptional.

Duties & Responsibilities:

• Develops the catalogue of experiences offered to our guests.
• Develops the partnership with local and international vendors involved in our guests journey.
• Supervises the function of all E-Concierge colleagues, facilities, and financial performance to ensure maximum departmental profit and cost efficiency is achieved.
• Controls and analyses, on an on-going basis, the optimization of the following Quality levels of products and service, Guest Satisfaction, Financial Performance, Hygiene and cleanliness.
• Participates in public relation activities or promotional activities designed at enhancing the image of the resort.
• Creates new experiences to our guests and manages the annual promotional schedule of guest experiences.
• Encourages the use of social media for Guest Experience brand awareness, guest feedback and increased revenues and assess outcome.
• Manages effectively the team members for the maintenance of a structured and motivated team.
• Maintains Mandarin Oriental Standards and ensures that these are never compromised or altered.
• Upholds and enforces all hotel policies and procedures as stated in hotel colleague handbook.
• Informs and advises immediately of any potential or actual infringement of policies & procedures.
• Is aware of, and complies with, safe working practices as laid down in Mandarin Oriental's Health and Safety guidelines. This includes awareness of any specific hazards at the workplace.

Mandatory Requirements:

• EU Passport or valid Residence Permit is mandatory in order to work in Greece.
• Minimum of 6 years' working experience in a luxury hotel or resort, with at least 4 years' experience in Concierge Management.
• Fluency in English. Greek or any other additional language will be considered as a plus.
• Strong overall computer literacy, not limited to MS Office (HMS, GoConcierge, HotSoS).
• Experience with Guest Relations/ Butler programs in resorts will be considered as a plus. 

Behavioural skills / Attributes:

• Ability to work in a dynamic environment.
• Excellent interpersonal and managerial skills.
• Customer focused and team oriented.
• Flexibility and adaptability, with high energy level.
• Ability to effectively organize and manage multiple projects and priorities.
• Highly self-motivated and detail-minded.

Benefits:

We offer exciting benefits including and not limited to :

• Accommodation provided.
• Medical Private Insurance for all Colleagues.
• Free meals at Colleagues' Dining.
• Laundry of uniforms.
• Colleague recognition and reward program.
• Learning & Development Program.
• Colleague Social events and Wellness programs.
• Workplace Support line that covers all pillars of wellness for colleagues.
• Various discounts provided within the Resort and in the nearby area.
• Task force Opportunities across the Group of Mandarin Oriental.