Concierge Supervisor

Roles and responsibilities

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
Supervising the Concierge Team: Lead, train, and manage a team of concierge staff to ensure all guest requests are handled in a timely, professional, and efficient manner.
Guest Relations and Service Excellence: Act as a point of contact for high-profile guests and VIPs, ensuring that their requests, needs, and expectations are exceeded.
Handling Special Requests: Oversee and assist with complex or special guest requests, such as event coordination, reservations, transportation, or unique personal services.
Managing Day-to-Day Operations: Ensure smooth daily operations within the concierge department, including scheduling, task assignment, and handling guest feedback or complaints.
Local Area Expertise: Provide guests with detailed and accurate information about local attractions, dining options, entertainment, shopping, and cultural events, tailoring suggestions to individual guest preferences.
Coordination with Other Departments: Collaborate with other hotel departments (e.g., housekeeping, front desk, F&B) to fulfill guest needs and ensure seamless service delivery.
VIP and High-Profile Guest Service: Handle VIP guests, ensuring they receive personalized attention and service, including booking exclusive reservations, events, and experiences.
Complaint Resolution: Address and resolve guest complaints or issues promptly, maintaining a positive and professional approach.
Inventory and Supplies Management: Oversee concierge supplies (e.g., maps, brochures, tickets) and ensure that the team has the necessary tools to provide exceptional service.

Desired candidate profile

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
Leadership and Team Management: Proven experience in leading a team, motivating and training staff, and managing day-to-day operations effectively.
Exceptional Customer Service: Expertise in delivering high-end, personalized service and going above and beyond to ensure guest satisfaction.
Problem-Solving Skills: Ability to think quickly and find creative solutions to guest requests or complaints, often under pressure or during busy periods.
Local Knowledge: In-depth understanding of the local area, including key attractions, dining, entertainment, transportation, and events, and the ability to provide customized recommendations.
Multitasking: Capable of managing multiple tasks simultaneously, handling diverse guest needs while supervising and leading a team.
Cultural Sensitivity: Understanding and respect for diverse guest backgrounds and cultures, ensuring that all guests feel valued and respected.
Technology Proficiency: Familiarity with hotel management systems (e.g., Opera, HMS), reservation systems, and communication tools to track guest requests and staff activities.
Communication Skills: Excellent verbal and written communication skills, able to engage with guests, staff, and management clearly and professionally.
Attention to Detail: A keen eye for detail when dealing with guest requests and service quality, ensuring everything is executed to the highest standards.