Concierge Trainee

About the job

Based at Mandarin Oriental, Barcelona, within the Guest Services & Concierge Department, the Concierge Trainee supports the Concierge and Guest Services team while developing a comprehensive understanding of the department’s daily operations, procedures, and service standards.
The Concierge Trainee reports to the Head Concierge / Guest Services Manager.

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

• Welcome and assist hotel guests from various segments following Mandarin Oriental service standards and procedures.
• Become familiar with the full hotel product, facilities, and services, including IT and telecommunication systems.
• Support the management of guest requests such as restaurant reservations, transportation arrangements, flight bookings, ticketing, and lost luggage assistance.
• Acquire detailed knowledge of hotel operations and local city information in order to answer guest questions confidently and provide personalized recommendations.
• Assist with requests related to restaurants, events, concerts, shows, and leisure activities.
• Learn and understand daily operational reports including arrival lists, departure lists, cancellations, traces, and emergency or operational reports (e.g. Alice reports).
• Communicate effectively with other departments to ensure seamless service delivery and an outstanding guest experience.
• Learn to use the hotel systems such as Alice Concierge, Infor HMS, Salto key system, and other operational platforms.
• Attend and understand all information shared during daily briefings to anticipate guest needs and operational priorities.
• Support the handling of guest complaints in a professional manner, escalating issues when necessary and learning service recovery techniques.
• Maintain strong knowledge of all hotel outlets, special promotions, and offers to proactively promote them to guests.
• Be knowledgeable about in-house events, functions, transportation services, and public facilities.
• Recognize and respect special guest preferences recorded in guest history profiles.
• Gain exposure to the main tasks of other departments such as Guest Experience and Housekeeping to strengthen cross-departmental collaboration and overall guest satisfaction.

As Concierge Trainee, we expect from you:

• Strong interpersonal and communication skills.
• Genuine interest in luxury hospitality and guest service excellence.
• Proactive attitude with a willingness to learn.
• Ability to work calmly and efficiently in a fast-paced environment.
• Strong team spirit and openness to multicultural environments.
• Attention to detail and high service orientation.
• Ability to focus consistently on guest needs while remaining professional and courteous.
• Fluency in English; additional languages are an asset.

Our commitment to you

Learning & Development
Your success is our success. We offer structured learning and development opportunities to support your professional growth.

MOstay

https://careers.mandarinoriental.com/jobs/concierge-trainee-barcelona-catalunya-spain