Mandarin Oriental concierge reveals the secrets of the world's most luxurious hotel

What it's like to be... head concierge of Mandarin Oriental Hong Kong, one of the world's most luxurious hotels.

For over half a century, Mandarin Oriental has been synonymous with luxury.

No request is too outlandish for guests staying at these opulent properties, and there's one team tasked with fulfilling these demands - the concierge.

New Lifestyle show Inside The Mandarin Oriental takes you behind the doors of Mandarin Oriental London, one of the world's most exclusive hotels.

Mandarin Oriental London

This Hyde Park landmark has been a favourite with royals, celebrities and the super-rich for more than 100 years.

To mark the launch of this fascinating series, we chatted to Mandarin Oriental Hong Kong Director of Concierge and Guest Relations, Indira Pun, to find out the craziest requests she's ever granted.

Inside The Mandarin Oriental starts September 14 at 8.30pm on Lifestyle.

What are the most unusual requests you've ever had?

I have come across many, but quite memorable was a request to make a doctor’s appointment for a guest who wanted to donate his kidney to his colleague and assisting him through this process.

Mandarin Oriental Hong Kong

How can the average traveller make the most of concierge services?

There are many guests who definitely know how to reach out to the concierge for anything and everything; however, there are probably some who don’t approach the concierge at all during their stay. Once you are used to the concierge service, I bet there is no turning back. Guests can ask the concierge to do anything, and we will do our utmost to exceed your expectation - as long as it is lawful!

What does a typical day at work involve?

I spend most of my day at the concierge desk or in the lobby greeting and meeting guests, assisting them in planning their itineraries and making arrangements.

What's the best travel advice for arriving in a new city?

Always approach the concierge desk at your hotel - it makes your life easier in the new city!

What makes the Mandarin Oriental so luxurious?

Luxury is about providing personalised, bespoke service and at Mandarin Oriental, we treat each of our guests uniquely by understanding them and personalising our service for them with meticulous details.

Have guests become more demanding in recent years?

Nowadays, our guests are well travelled and well informed. Most of them do their research in advance before they travel to a new city, and they have lots of ideas about what they would like to see and where they would like to dine.

As the concierge, our job has become more challenging as we need to be ahead of our guests at all times in regard to the knowledge about what's new in our city. Guests might already have a lot of information, however it is our personal touch that makes the difference, and they always value our opinion.

Mandarin Oriental by numbers: 

  • The most expensive suite costs US$36,000 per night in New York
  • 30 hotels and eight residences in 20 countries and territories, across four continents
  • The most recent opening was Hotel Santiago
  • A total of 12 Michelin-starred restaurants, with 18 Michelin stars between them.
  • The Spa at Mandarin Oriental, Bangkok was one of the very first hotel spas to open in 1993
  • 12,000 dedicated staff, comprising 133 different nationalities from around the world

Inside The Mandarin Oriental starts September 14 at 8.30pm on Lifestyle.

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