Concierge Supervisor

Roles and responsibilities

Lead and supervise the Concierge team to ensure they offer the best service, knowledge and assistance to guests. Responsible for training and supervising Concierge steam. Ensures that all guest requests for information or assistance are fulfilled in an exceptionally courteous, efficient, and professional manner commensurate the hotel brand. Promotes hotel food and beverage facilities and recreational activities. Provides knowledgeable and comprehensive information about hotel and surrounding area, including restaurants, attractions, transportation, and recreational activities.

1. Team Management and Supervision
Leadership of Concierge Team: Supervise and lead a team of concierges, ensuring they provide top-tier customer service to guests.
Training and Development: Train new concierge staff, provide ongoing professional development, and ensure team members are well-equipped with the skills to assist guests.
Scheduling: Create and manage shift schedules for the concierge team to ensure adequate coverage, especially during peak hours.
Performance Monitoring: Evaluate staff performance, provide constructive feedback, conduct regular performance reviews, and address any performance issues.
Conflict Resolution: Resolve any disputes or issues within the team or with guests, ensuring a harmonious working environment and guest satisfaction.
2. Guest Services Management
Personalized Guest Service: Ensure that concierge staff are delivering personalized services such as booking reservations, arranging transportation, providing recommendations, and fulfilling special requests for guests.
Guest Requests: Oversee the fulfillment of guest requests, from dinner reservations to arranging local tours, providing tickets to events, and making travel arrangements.
VIP Service: Coordinate high-end, specialized services for VIP guests, including customized experiences and arrangements that exceed their expectations.
Complaints and Escalations: Handle escalated guest complaints or concerns, ensuring resolution and maintaining the reputation of the establishment.
Guest Interaction: Act as a point of contact for guests who require higher-level assistance or have complex requests that may require the supervisor’s attention.

Desired candidate profile

Excellent communication skills in English – oral and written.
Outstanding guest relations skills
Minimum two years experience as a Concierge in a similar quality hotel
Minimum one year supervisory experience
Well groomed
Able to work a flexible schedule, including weekends and holidays
Experience: Several years of experience in concierge or guest services, with at least 1–2 years in a supervisory or leadership role.
Exceptional Customer Service Skills: Strong ability to handle guest requests, complaints, and inquiries in a professional and positive manner.
Leadership and Team Management: Demonstrated experience in managing, training, and motivating a team of concierges to provide excellent service.
Problem-Solving and Decision-Making: Strong ability to make decisions quickly and effectively in high-pressure situations.
Attention to Detail: Ensuring that every request is fulfilled precisely and to the guest’s satisfaction.
Multitasking and Organizational Skills: Ability to handle multiple tasks and requests simultaneously while maintaining a high level of organization.
Excellent Communication Skills: Proficiency in both verbal and written communication to effectively manage guest expectations and staff coordination.
Knowledge of Local Area: Deep knowledge of local attractions, events, restaurants, transportation, and services, as well as the ability to communicate these options to guests.
Technology Proficiency: Familiarity with concierge systems, booking platforms, and general office software (e.g., Microsoft Office, hotel management software).