Residential Concierge

Mandarin Oriental Residences, Fifth Avenue is looking for a Residential Concierge to join our Residences 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.

Mandarin Oriental Residences, Fifth Avenue, located at 685 54th Street at the center of New York City’s premier Fifth Avenue retail shopping corridor.  The site is a short walking distance from Central Park and world-famous landmarks such as Rockefeller Center, the Museum of Modern Art, and St. Patrick’s cathedral.  Featuring 65 spacious apartments, residents will enjoy a luxurious way of life with exquisite interiors, a rooftop pool, fitness and wellness center, and private dining. 

About the job

Based at the Mandarin Oriental Residences, Fifth Avenue, in New York City, the Residential Concierge is responsible for the overall Resident and colleague satisfaction by providing 5-Star services. The Residential Concierge reports to the Director of Residences.

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

• Maintain a constantly updated database with extensive information about city highlights.  
• Demonstrate firsthand 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 daily record (via software) of all requests, reservations, and confirmations for all residents. 
• Know the Unit Owners and Tenants by name 
• Be knowledgeable of all in-house and arriving residents.  
• Be aware of all known happenings company wide. 
• Arrange package delivery and pickup for residents, noting location of where package was left at the residence, time, date
• and reference ID
• Arrange tickets for theatre, sporting events and local attractions.  
• Make and confirm dining reservations, making superb recommendations. 
• Maintain and log all reservations made for residents.
• Provide residents with confirmation for all reservations, transportation, theatre tickets, etc.  
• Communicate all key details to management and colleagues.  
• Provide a daily shift log to the Director of Residential Operations.  
• Provide clear directions for all residents travelling outside the property.  
• Respond to all residents needs and requests.  
• Be proactive in sending all residents' mail to their units as authorized
• Be knowledgeable of which laundry vendors unit owners have arrangements with to ensure that their laundry is sent to the correct laundry provider
• Be consistent in logging in all laundry going out and logging in all incoming laundry
• At the direction of management, assist in the coordination of all services that promote the maintenance and upkeep of owner’s homes and values. 
• Coordinate and organize the daily activities and requests of all residents. 
• Log and account for all Housekeeping requests by residents in Building link ensuring that all A La Carte Services requested are billed accurately and in a timely fashion
• Offer a warm, sincere, and personalized welcome to all residents calling them by name
• Anticipate resident requests at all times to create the element of surprise.
• Dispatch and coordinate with Residential team in the delivery of desk services, for those services that can only be performed away from the desk such as deliveries. 
• Arrange package delivery and pickup for residents. 
• Record and provide follow up procedures for residential work orders. 
• Maintain detailed records of all incoming and outgoing deliveries and packages noting location of where package was delivered inside the residents' unit, time and date of delivery, who delivered the package and ensuring message reflects the details of the package delivery inside a resident's unit
• Develop relationships and communication with nearby restaurants and bars for the provision of all services to residents. 
• Maintain an updated knowledge of all the particulars of our inhouse restaurant Boulud Prive and the various surrounding restaurants and building establishments as they pertain to residents to provide fast answers to relevant resident queries. 
• Have knowledge of various types of online food deliveries around the residential area especially those that are open after 9pm
• Have knowledge of directions, travel time, cost, and various forms of transportation.
• Be proactive and anticipate the complete requirements to make the experience a success. 
• Be knowledgeable of Boulud Prive opening hours and offerings
• Be knowledgeable of Resident Club Boulud Dining privileges
• Be knowledgeable in handling and organizing resident keys knowing how to handle special access with restrictions, and understanding the Salto system history log and knowledge of emergency procedures to open residential units when batteries are not funtioning
• Develop working knowledge of our web-based systems such as Building link, Salto key system, Creston system in all units and billing system for A La Carte services 
• Be knowledgeable of Residents Common charges and its billing concept
• Be knowledgeable of the Residential Board members
• Maintain a clean, neat, and organized desk.
• Facilitate the handling of resident administrative requests. 
• Maintain the presentation standards of a 5-Star Lobby.
• Maintain  the cleanliness of the lobby at all times ensuring there are no drinks, food, snacks exposed at the Concierge desk
• Maintain the standards of the oshibori towels and bottled water at the Concierge desk at all times
• Greet all incoming residents, guests and potential buyers by standing up and offering the oshibori towel upon arrival
• Multi skill when necessary such as covering the lobby and door when the Doorman is on a break
• Ensure the lobby music is playing at all times with the appropriate volume
• Answer the Concierge phone within 3 rings using the Forbes 5 star standard phrase at all times
• Ensure shift logs are completed for next shift to follow up
• Perform other activities  and projects as deemed appropriate by the Director of Residential Operations.  

Essential 

• Luxury hotel or condominium concierge experience preferred.  
• Excellent overall communication skills both written and verbal in English.  
• Able to multi-task and remain composed at all times. 
• Able to work well in a team environment. 
• Must be professional and possess excellent presentation, communication, organization, and effective time-management skills.  
• Flexible schedules and hours, and a willingness to work on weekends & holidays is required.  
• Professional appearance and demeanor in coordination with Mandarin Oriental standards.

Desirable Skills 

• Multilingual  
• First Aid and CPR qualifications. 
• Knowledge of BuildingLink system.  
• Certificate of Fitness holder (S-95) 

As Residential Concierge, we expect from you:

• 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.
• Ability to lift up to 50 pounds when needed.

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.

Pay and Benefits:

•  Pay $31.35 hourly
• A competitive benefits package

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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