Chief Concierge

About the role

The Chief Concierge leads the Concierge department at the Mandarin Oriental, Hangzhou, delivering highly personalized, anticipatory and memorable guest experiences while upholding the hotel's service philosophy, brand standards and reputation as a luxury destination. The role reports to the Director of Rooms and Front Office Manager.

Key responsibilities

• Lead and manage Concierge operations, ensuring exceptional personalized service for every guest
• Act as the hotel's main guest ambassador and maintain strong relationships with local partners, cultural institutions, luxury brands, transport providers and destination management companies
• Engage personally with VIPs, long-stay guests and high-profile individuals to understand their preferences and curate bespoke experiences
• Support the hotel's service philosophy, pillars and LQEs daily to drive guest satisfaction
• Handle all guest requests, recommendations and arrangements (dining, entertainment, experiences, transport, events and special occasions) accurately, efficiently and discreetly
• Maintain deep knowledge of local attractions, dining, arts, culture, events and trends
• Monitor guest feedback, service audits and incident reports, identify improvements and implement corrective actions
• Manage the departmental budget, control expenses and allocate resources effectively while keeping costs efficient and premium service quality
• Foster a positive, collaborative and service-driven team aligned with the hotel's cultural values

Required profile

• Minimum 5 years of relevant experience, including at least 2 years in a managerial role or of similar capacity in a luxury hotel and hotel group
• Proven luxury hospitality experience in Concierge or Guest Services leadership
• Strong local knowledge, excellent communication and a genuine passion for personalized service

What we offer

• Learning and development programmes tailored to each stage of your career
• MOstay programme: complimentary nights and attractive room rates for you and your family
• Health benefits and wellness programmes for colleagues worldwide
• Retailment plans depending on length of service and role