Chief Concierge

About the role

The Chief Concierge leads the Concierge department at Mandarin Oriental, Hangzhou, delivering highly personalized and memorable guest experiences. Reporting to the Director of Rooms and Front Office Manager, you will act as the hotel’s primary ambassador, fostering relationships with local partners and luxury brands.

Key responsibilities

• Lead and manage all Concierge operations, ensuring exceptional, personalized service for every guest.
• Maintain and grow relationships with local attractions, cultural institutions, transport providers, and destination management companies.
• Engage directly with VIPs, long‑stay guests, and repeat patrons to curate bespoke experiences.
• Oversee guest requests across dining, entertainment, transportation, events, and special occasions with accuracy and discretion.
• Monitor guest feedback, service audits, and incident reports, implementing improvements as needed.
• Manage the departmental budget, controlling expenses while preserving premium service quality.
• Promote the hotel’s service philosophy, pillars, and LQEs to drive satisfaction and uphold the brand’s reputation.

Required profile

• Minimum 5 years of relevant hospitality experience, including at least 2 years in a managerial or senior concierge role within a luxury hotel group.
• Strong knowledge of Hangzhou’s attractions, dining scene, arts, culture, and current trends.
• Excellent communication skills and a genuine passion for delivering personalized service.

Required skills

• Leadership and team management.
• Budget and expense control.
• Guest relationship management.
• In‑depth local destination expertise.

What we offer

• Tailored learning and development programmes to support career growth.
• MOstay benefits – complimentary nights and discounted rates worldwide for you and your loved ones.
• Comprehensive health and wellness programmes promoting work‑life balance.