Job Responsibilities
Based Mandarin Oriental Jakarta, the Concierge Executive is responsible for the overall guest satisfaction by creating delightful hotel experience, which includes escorting guest luggage, communication of information and guest requests, familiar with the guest room technology and able to demonstrate, in contact with the airport and coordinating from the desk all activities . The Concierge Executive reports to the Concierge Manager.
As Concierge Executive, you will be responsible for the following duties:
1. Concierge & Services
Key Duties
- Consistently deliver service and product standards with a high degree of client care.
Initiate contact with guests upon arrival and approach those needing assistance. - Create meaningful conversations with guests to identify personal preferences and update guest profile history.
- Be knowledgeable of in-house and arriving guests, airport transfers, and daily hotel events/functions.
- Handle guest requests, complaints, and inquiries promptly and tactfully.
Be familiar with all hotel facilities and actively upsell in-house services to guests. - Assist guests with special arrangements, including transportation, reservations, and activities.
- Handle email correspondence for concierge requests and guest arrangements.
Supporting Responsibilities - Uphold the hotel’s philosophy and culture through LQE and service pillars.
Maintain grooming, hygiene, posture, and professional standards.
Maintain congenial relationships within Front Office and with other departments.
2. Bell Services – Luggage & Transportation
Key Duties
- Record and manage all guest luggage in/out, ensuring accurate and timely delivery.
- Maintain cleanliness and organization of the luggage storeroom; conduct daily inventory.
- Offer attentive farewell service to guests, ensuring assistance until the vehicle departs.
- Ensure all guest transfers (arrival/departure) are correctly arranged, with cars available on time.
- Organize delivery or pick-up of guest items outside the hotel when required.
Supporting Responsibilities
- Ensure correct number of newspapers are ordered and delivered.
Maintain professional communication with porters, reception, and PBX to ensure complete follow-up of guest requests.
Support smooth operation of guest arrivals and departures.
3. Guest Services Associate – Communication & Administration
Key Duties
- Deliver messages, packages, and facsimiles within 10 minutes of receipt.
- Actively listen and accurately communicate guest requests to relevant departments.
- Be familiar with room product knowledge, including IT&T equipment.
- Handle email correspondence related to concierge services.
- Support administration for arrivals, departures, and guest transportation records.
Supporting Responsibilities
- Follow departmental policies, procedures, and Learning & Development standards.
Carry out other reasonable duties assigned by the Head Concierge or Front Office Manager.
Ensure guest preferences and requests are logged accurately for future reference.
