Chief Concierge

About the job

Based at the Mandarin Oriental, Hangzhou within Concierge Department in Hangzhou, the Chief Concierge is responsible for leading the Concierge operations to deliver highly personalized, anticipatory and memorable guest experiences, while upholding the hotel’s service philosophy, brand standards and reputation as a leading luxury destination. The Chief Concierge reports to the Director of Rooms and Front Office Manager.

As Chief Concierge, you will be responsible for the following duties:

• Lead and manage the Concierge operations, ensuring exceptional and personalized services are delivered to all guests at all times
• Act as the hotel’s primary ambassador to guests, maintaining excellent relationships with local partners, cultural institutions, luxury brands, transport providers and destination management companies
• Personally engage with VIPs, long‑stay guests, repeat patrons and high‑profile individuals to understand preferences and curate bespoke experiences to ensure seamless follow‑up
• Support and reinforce the hotel’s service philosophy, Pillars and LQEs on a daily basis to drive guest satisfaction and achieve the hotel’s Mission Statement
• Ensure all guest requests, recommendations and arrangements (dining, entertainment, experiences, transportation, events and special occasions) are handled accurately, efficiently and discreetly
• Maintain deep knowledge of local attractions, dining, arts, culture, events and trends to continuously elevate the Concierge offerings
• Monitor guest feedback, service audits and incident reports related to Concierge services; identify improvement opportunities and implement corrective actions
• Manage the Concierge departmental budget, ensuring effective control of expenses and optimal allocation of resources
• Monitor cost efficiency while maintaining premium service quality and guest satisfaction
• https://careers.mandarinoriental.com/jobs/chief-concierge-hangzhou-china