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Head Concierge

Luzern, Switzerland, Luzern, Switzerland

Head Concierge

  • Luzern, Switzerland
  • Rooms Division
  • Full time

We are looking for a Head Concierge to join the pre-opening Team of Mandarin Oriental Palace, Luzern.

The iconic Hotel Palace Luzern first opened in 1906 and is located in the heart of the city, on the shores of Lake Lucerne. The multi-million-dollar renovation will include the restyling of all guestrooms and suites, the redesign of the public areas, restaurants and bars as well as the landscaping of the outdoor grounds. Following the completion of the renovation, Mandarin Oriental Palace, Luzern will comprise 146 rooms and suites offering excellent views of the lake and mountains. There will be a restaurant and a bar together with a variety of social and meeting facilities and a spa and fitness room.

As Head Concierge, you will will take full responsibility for all aspects related to the Concierge Department. Be pro-active, creative and results driven. To direct, coordinate and exercise functional authority for all Concierge functions of the Hotel.

The Head Concierge will be responsible for the following duties:

  • To ensure that Legendary Quality Standards are maintained and exceeded throughout the Concierge teams to reach guest satisfaction
  • To ensure full knowledge of all guest satisfaction surveys (LRA, LQA Delighting Our Guest and devise) action plans and to act accordingly in order to meet and exceed our guests’ expectations
  • To monitor arrivals and departures in order to handle guest requests and complaints with specific, personalized attention to our guests
  • 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 handle and follow up comments, enquiries and guest complaints from internal and external customers, ensuring that they are dealt with until full guest satisfaction is reached
  • To provide training and coaching to all members of the team ensuring their consistent development and delivery of standards to our guests 
  • To encourage efficient and effective inter-departmental communication to promote a climate of teamwork and motivation
  • Fully promote our FANS of MO programme through increasing members to reach the hotels annual target
  • To manage and lead the entire Concierge team

.What you will need to have?

  • Substantial experience in luxury property or hotels
  • Excellent communication skills both written and verbal in German and English;
  • Quality driven with a passion for excellence
  • Excellent forward planning and decision making skills
  • Organised with high level of integrity and professionalism, reliable, courteous and with a good presentation;
  • Able to handle multiple tasks simultaneously, be enthusiastic and have initiative.

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