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 facil

📌 Concierge Trainee (España)
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