E-Concierge

Mandarin Oriental, Costa Navarino is looking for an E-Concierge to join our Room Division team, for season 2027.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Costa Navarino is located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport. The beachfront resort comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

About the job

Based at Mandarin Oriental, Costa Navarino within the Room Division Department, the E-Concierge will be responsible for delivering exceptional and personalized guest service through digital and traditional communication channels, ensuring a seamless guest experience before, during and after their stay in accordance with Mandarin Oriental's Legendary Quality Experience (LQE) and Forbes standards. This role includes managing guest correspondence, handling inquiries and requests, coordinating arrangements with relevant hotel departments and ensuring timely and accurate follow-up, while maintaining the highest standards of luxury hospitality and communication. The E-Concierge reports to the E-Concierge Manager.

As E-Concierge, you will be responsible for the following dutie s:

• Provide courteous, efficient and personalized service, ensuring guest satisfaction in line with MOHG Legendary Quality Experiences (LQEs) and Forbes standards.
• Manage guest communications across all assigned channels, including emails, live chats and telephone calls, ensuring timely, accurate and professional responses.
• Handle guest inquiries, requests and arrangements, taking ownership of each interaction and ensuring appropriate follow-up until completion.
• Anticipate guest needs and identify opportunities to personalize the guest experience through attentive communication and knowledge of guest preferences.
• Coordinate guest requests and arrangements with relevant hotel departments, ensuring clear communication and seamless service delivery.
• Maintain accurate and up-to-date guest profiles, ensuring relevant preferences, requests and special occasions are properly recorded and communicated.
• Manage pre-arrival and in-house guest correspondence, providing relevant information regarding hotel facilities, services, activities, dining and transportation.
• Maintain thorough knowledge of the Resort's facilities, services, outlets, activities, local attractions and seasonal offerings.
• Monitor pending guest requests and departmental follow-ups, ensuring proper documentation, communication and handover between shifts.
• Ensure all guest interactions are handled with discretion, professionalism and attention to detail.
• Support colleagues and demonstrate teamwork to ensure operational efficiency and service excellence.
• Perform other reasonable duties assigned by management.

As E-Concierge, we expect from you:

• Valid EU Passport or Hellenic Residence Permit.
• Minimum 1-2 years of experience in the luxury hospitality industry in the same or similar position.
• Previous experience in Concierge, Guest Relations, Front Office or Reservations is preferred.
• Excellent written and verbal communication skills in English, with an additional language preferred.
• Good computer skills, including knowledge of Microsoft Outlook, and familiarity with hotel PMS and guest communication platforms.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Task force opportunities across the Group of Mandarin Oriental. Depending on your role, you may have the opportunities to be selected as a Cultural Exchange Ambassador. CEAs help to spread our unique Oriental heritage and act as role models, demonstrating how Colleagues will work together to deliver on our vision, mission and philosophies.
• Accommodation and laundry of linen.
• Three complimentary meals per day at our Colleague restaurant.
• Uniform and laundry of uniform.
• Private Medical Insurance.

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