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

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