Concierge Supervisor

Roles and responsibilities

To ensure all guests are given a warm, friendly, courteous, informative and efficient service as well as to supervise/manage the Concierge operation ensuring that standards are maintained, and maximum guest satisfaction is achieved.

Purpose:

• Always have a smiling, helpful and friendly attitude towards colleagues and guests alike and provide a courteous and professional service at all times.

• Use guest names at every appropriate opportunity.

• Ensure that all guest queries and requests for information are handled efficiently.

• Supervise the luggage services ensuring a smooth and efficient operation with no delay or damage.

• Ensure that all information in Opera Telephone Book on restaurants, bars, airlines, shopping malls and hotel facilities, are kept up to date at all times.

• Ensure that complaints are attended to promptly and handled in a professional manner according to Jumeirah standards.

• Ensure that all colleagues report for duty punctually and wearing the correct uniform and nametag at all times.

• Be well informed at all times about any information that might be useful to the guests (i.e. events in town, new restaurants and bars, sport and sightseeing etc.) and to pass the knowledge on to his team.

• Ensure all Concierge colleagues are equipped with the resources to perform all duties to Jumeirah standards.

• Ensure that accurate records are being kept for i.e. luggage storage, concierge desk.

• Prepare the weekly duty roster ensuring optimum coverage, monthly attendance sheet and annual vacation plan for all Concierge staff as well as control their pending vacation and lieu days.

• Review SOP’s regularly and update them as and when required.

• Ensure that every staff member receives 6 hours training per month and that an accurate record is being kept.

• Ensure that accurate records are being kept for i.e. luggage storage, vehicle movements etc.

• Ensure up-to-date hard-copies of department SOPs are maintained at all times.

• Acknowledge the receipt of new or amended documents

• Communicate new or amended procedures to relevant departments/ colleagues in a timely manner, ensuring they have been understood.

• Control department forms and records according to the Jumeirah standards for Document Control

• Supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Departmental Operations Manual.

About You:

The ideal candidate for this position will have the following experience and qualifications:

• At least 2 years Concierge Manager / Guest Services Manager experience in a 5 star luxury hotel with more than 400 units

• Degree qualification from a recognized hotel or business school

• Proficient in English (Read/Write/Speak – Essential)

• Experience in handling bell team, doormen, valet and concierge operation

Desired candidate profile

1. Guest Reception: Welcoming guests upon arrival, checking them in, and providing information about the venue’s amenities and services.

2. Information Provider: Answering questions about the facility, local attractions, and services, ensuring guests feel informed and valued.

3. Assistance with Reservations: Helping guests with booking services, such as dining, activities, or transportation.

4. Handling Complaints: Addressing guest concerns or complaints promptly and professionally, escalating issues to management when necessary.

5. Coordination with Other Departments: Collaborating with housekeeping, maintenance, and other teams to ensure guest needs are met.

6. Record Keeping: Maintaining accurate records of guest interactions, requests, and feedback.

7. Assisting with Check-Out: Facilitating a smooth check-out process, including billing and handling payments.

8. Promoting Services: Informing guests about promotions, events, or additional services available to enhance their stay.

Key Skills

1. Communication: Strong verbal and written communication skills to interact effectively with guests and team members.

2. Customer Service: A friendly, approachable demeanor with a focus on providing excellent service.

3. Problem-Solving: Ability to handle unexpected situations and resolve issues efficiently.

4. Multitasking: Managing multiple tasks and priorities in a fast-paced environment.

5. Attention to Detail: Ensuring accuracy in reservations, billing, and guest preferences.

6. Cultural Sensitivity: Understanding and respecting diverse backgrounds and needs of guests.

7. Time Management: Efficiently organizing tasks to enhance the guest experience without delays.

8. Technical Proficiency: Familiarity with reservation systems and basic office software.