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Head Concierge

London, United Kingdom

Head Concierge

  • London
  • Rooms Division
  • Full time

For us, first impressions are everything. We’re looking for a Head Concierge to deliver a seamless guest experience from the second a guest steps through our doors.

Mandarin Oriental Hyde Park is London’s most iconic address. The spirit of the city infuses every floor. The park’s green vastness rolls beyond bedroom windows. Renowned guests frequent the hotels’ bars and restaurants.

It’s another world. A world of oriental luxury and the most attentive service. A world that’s all about our guests.

It’s also a world that’s been reinvented and reimagined to move with the times. With a heart of London’s heritage and an eye to the future, we use our own sense of history to set new standards – through kind, passionate and generous service.

For some hotels, a cheerful smile and polite tone might be enough to be a Head Concierge. For us, being the face of our hotel calls for much more. 

First and foremost, being a Head Concierge is about emotional intelligence. We need people who can read our guests in the blink of an eye: are they excited and ready to talk? Or tired from their flight and looking for calm?

Of course, it’s also about how you present yourself. We’re looking for a Head Concierge who can wear our fan pin with pride. And finally, it’s about pulling together, because a great deal of teamwork goes into creating the perfect stay. For example, if a guest mentions an early start, our whole team can come together to make that easier for them – a well-timed wake up call, a luxury car ready and waiting.

It’s a finely tuned orchestra, made up of exceptional soloists.

About the role

  • To perform management coverage in the Lobby, building relations with our guests to encourage their feedback and return as well as to provide effective support for our team
  • To promote and ensure that Mandarin Oriental standards of Legendary Quality Experience and Oriental Pillars are enforced throughout the Concierge, Bell and Door team
  • Fully promote our FANS of MO programme through increasing members to reach the hotels annual target
  • To overview the training for the entire team to ensure Mandarin Oriental standards are met at all time
  • Acting as a role model for the team and leading by example at all times
  • Schedule own time effectively around business-critical process and peak trading periods
  • To work directly with the Departmental Trainer to ensure all colleagues receive continuous training
  • To ensure that all services provided are anticipatory and guest centric, promoting outstanding/ exceptional guest satisfaction at all times.
  • To monitor the service provided by all colleagues and ensure that high standards that exceed guest expectations are maintained at all times
  • To establish Standard Operating Procedures, develop and train the team and provide quality checks
  • To provide leadership and support for all departments
  • To effectively communicate to all colleagues on a day-to-day basis
  • To continue to build on relationships with local partners

We have the vision of making our hotel one of the most iconic hotels in the world. We are looking for candidates who have experience in a five-star luxury environment within London. You will have had previous experience leading a large team (including Door and Bell teams), have excellent time management and bring established connections within the London market. 

If this is you, apply now.

Eligibility:

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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