Substitute Concierge

Mandarin Oriental New York is looking for a Substitute Concierge to join our Concierge 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 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 legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Front Office Department in New York the Substitute Concierge is responsible for providing 5-star services to all guests and colleagues. The Substitute Concierge reports to the Chef Concierge.

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

• Provide guests access to all New York City has to offer
• 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 of directions, travel time, cost and various forms of transportation
• Maintain a constantly updated database with extensive information about city highlights
• Demonstrate first hand knowledge of the recommendations with thorough research
• Be proactive and anticipate  the complete requirements to make the experience a success
• Inquire as to the success or enjoyment of the recommendations made
• Maintain a consistent and sufficient level of brochures, maps and handouts
• Maintain a daily record (via software) of all guest requests, reservations and confirmations for guests
• 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
• Arrange for package delivery and pickup for guests
• Provide guests with a confirmation card for all reservations, transportation, theatre tickets, etc.
• Communicate all important details to management and colleagues
• Provide a daily list to the Front Office Manager or Manager On Duty of transportation reservations
• Maintain a clean, neat and organized desk
• Act as a guide when guests ask for direction and physically assist them to their destination within the hotel
• Provide clear directions for all guests travelling outside the hotel
• Respond to all guest needs and requests
• Other activities as deemed appropriate by the Chef Concierge or Director of Front Office Operations

As Substitute Concierge, we expect from you:

• 2 years New York City hotel Concierge experience
• Able to communicate written and spoken English
• Excellent overall communication skills
• Able to multi-task
• Able 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, Broadway shows and attractions in New York City.
• Flexible schedules and hours, willingness to work on weekends & holidays is required.

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.

Pay and Benefits:

•  Pay $39.29 to $41.29 hourly commensurate with experience
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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