Concierge Supervisor

Roles and responsibilities

Responsibilities and essential job functions include but are not limited to the following:

Assist the Front Desk Manager in all aspects of the department and ensure service standards are followed
Provides managerial support for concierge desk, in the daily operational duties for these areas
Consistently offer professional, friendly and engaging service
Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
Train team members and fulfill training role.
Manage any emergencies on the concierge desk and take necessary actions
Follow up all audit points with regards to LQA, JDs etc..
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Follow all safety policies
Other duties as assigned

Qualifications

Your experience and skills include:

Service focused personality is essential
Previous experience in a similar leadership role is an asset
Strong interpersonal and problem solving abilities and the ability to lead by example
Understanding and ability to work in a multi-cultural environment
Ability to work with constant interruptions with a high degree of professionalism
Team Leadership

Supervise and train concierge staff, ensuring high standards of service and professionalism.
Foster a positive work environment that encourages teamwork and collaboration.
Guest Services

Handle guest inquiries, requests, and complaints in a timely and efficient manner.
Provide personalized service and recommendations for dining, entertainment, and local attractions.
Operational Management

Ensure that the concierge desk operates smoothly and efficiently at all times.
Monitor and manage daily activities, including scheduling and workflow of concierge staff.
Communication and Coordination

Collaborate with other departments, such as housekeeping, front desk, and event planning, to meet guest needs.
Maintain effective communication with management regarding guest feedback and service improvements.
Problem Solving

Address and resolve guest issues and concerns with professionalism and discretion.
Develop solutions for complex requests and special arrangements.

Desired candidate profile

Desired Candidate Profile: Concierge Supervisor

Educational Qualifications

• High School Diploma: Required; a degree in Hospitality Management or a related field is preferred.

Experience

• Previous Experience: 3-5 years in a hospitality role, with at least 1-2 years in a supervisory or leadership position.

Key Skills

• Customer Service Orientation: Strong commitment to delivering exceptional guest service and enhancing the overall guest experience.
• Leadership Skills: Ability to effectively lead, motivate, and develop a team.
• Excellent Communication Skills: Proficient in verbal and written communication for interacting with guests and team members.

Personal Attributes

• Detail-Oriented: Strong attention to detail to ensure accurate fulfillment of guest requests.
• Problem Solver: Ability to think critically and resolve issues promptly and efficiently.
• Friendly and Approachable: Warm demeanor that fosters a welcoming atmosphere for guests.

Technical Skills

• Familiarity with Hospitality Software: Knowledge of property management systems and concierge software.
• Basic Computer Skills: Proficient in Microsoft Office Suite and other relevant applications.

Additional Qualifications

• Knowledge of Local Attractions: Familiarity with dining, entertainment, and cultural offerings in the local area.
• Multilingual Skills: Proficiency in additional languages is a plus, especially in diverse environments.