Concierge Supervisor

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Concierge Supervisor will help the Chief Concierge to supervise the Concierge team who provides luxury services to all guests and colleagues. The Concierge Supervisor will lead the team in turning moments into memories for our guests. The Concierge Supervisor will have the best knowledge of Dubai, providing personalized recommendations and arrangements that enhance the overall guest experience.

Responsibilities

1. Train, direct and supervise the Concierge daily operation of the department.
2. Offer a warm, sincere and personalized welcome to all guests.
3. Create special conversations with guests, which identify personal preferences in order to record in each guest's profile history.
4. Act as a guide when guests ask for direction and assist them to destinations within the hotel.
5. Provide clear directions for all guests travelling outside the hotel.
6. Respond to all guest needs and requests.
7. Monitor the driveway during high traffic periods.
8. Monitor the valet parking and limousine contracted company and give feedback to make changes to improve service quality.
9. Maintain a daily sheet of all guest requests, reservations and confirmations for guests and keep track of all reports.
10. Ensure all the FLHSS&E requirements and procedures are followed by the team.
11. Revise and adjust procedures and tasks according to business trends.
12. Work closely with the Front Office team including PBX to ensure efficient following of the service.
13. Be knowledgeable of all in-house and arriving guests.
14. Be aware of all daily events in the hotel.
15. Arrange for package delivery and pickup for guests.
16. Provide a daily list to the Front Office Manager and Hotel Duty Manager of transportation reservations.
17. Stay current with local trends, events, and developments to provide up-to-date information and recommendations.
18. Lead and manage the concierge team, including recruitment, training, scheduling, and performance management.

Skills & Qualifications

1. High School Diploma or equivalent.
2. Minimum 3 years' experience working in a 5-star hotel environment.
3. Minimum 2 years Concierge experience in a luxury hotel.
4. Strong command of MS Office products, GoConcierge, and Hotsos.
5. Pre-opening experience is an advantage. Previous experience working in Dubai is a MUST.
6. Excellent communication and interpersonal skills, with a focus on delivering exceptional guest service and the ability to interact effectively with guests and colleagues.
7. Ability to understand guest needs and expectations and to deliver superior customer service.
8. Clear communication; effective verbal and written communication skills in English. Arabic is an advantage.
9. Proven ability to successfully motivate and lead a team.
10. Strong leadership skills with the ability to inspire and manage a team effectively.
11. Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
12. Physical capabilities to stand for a long period; Flexibility to work a variety of shifts.