Concierge Supervisor

Roles and responsibilities

• Provide exemplary customer service to all guests, offering assistance and recommendations to enhance their stay.
• Handle guest inquiries, requests, and complaints promptly and professionally, striving for swift resolutions.
• Coordinate with other hotel departments to fulfill guest needs efficiently.
• Assist in overseeing the day-to-day operations of the concierge desk, ensuring a smooth and efficient workflow.
• Manage guest arrivals and departures, including luggage handling, transportation arrangements, and room assignments.
• Maintain a comprehensive knowledge of local attractions, restaurants, transportation options, and events to provide informed recommendations to guests.
• Provide guidance, training, and support to the concierge team, fostering a culture of excellence and teamwork.
• Assist in scheduling and coordinating staffing levels to ensure adequate coverage and exceptional service delivery.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Build strong relationships with guests to anticipate their needs and exceed expectations.
• Coordinate VIP amenities, special requests, and personalized experiences for VIP guests and repeat clientele.
• Handle confidential and sensitive information with discretion and professionalism.
• Assist in maintaining accurate records, including guest preferences, transportation arrangements, and activity bookings.
• Utilize hotel management software and systems to track guest requests, maintain inventory, and generate reports as needed.
• Assist in managing the concierge budget and controlling expenses effectively.
  

Qualifications

Your personality counts more than your CV …

• Previous experience in a supervisory role within a luxury hotel concierge department preferred.
• Exceptional customer service skills with a genuine passion for exceeding guest expectations.
• Strong communication, interpersonal, and problem-solving abilities.
• Excellent organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Proficiency in hotel management software and Microsoft Office Suite.
• Knowledge of local attractions, dining, and entertainment options.

Desired candidate profile

• Managing the Concierge Team

  • Supervising Staff: Overseeing a team of concierge staff, including concierges, junior concierge agents, and other front-of-house personnel.
  • Training and Development: Providing guidance, training, and mentorship to new and existing staff, ensuring they understand the standards of service and stay up-to-date with procedures and local attractions or events.
  • Scheduling and Staffing: Managing shift schedules to ensure adequate coverage during peak times, such as weekends and holidays, while maintaining a balanced workload for the team.

• Guest Relations and Personalized Service

  • Guest Assistance: Providing guests with personalized recommendations, handling special requests, and assisting with reservations for dining, tours, entertainment, or transportation.
  • Problem-Solving: Addressing and resolving guest concerns or issues promptly and professionally, ensuring a high level of guest satisfaction.
  • VIP and Special Guest Services: Offering tailored services for VIP guests, including securing exclusive reservations, arranging private transportation, or organizing special events, to ensure a memorable experience.

• Handling Guest Requests

  • Making Arrangements: Organizing and fulfilling various guest requests, such as booking tickets for shows, arranging spa appointments, providing directions, and suggesting local attractions or activities.
  • Coordinating Services: Collaborating with other departments (e.g., housekeeping, transportation, F&B) to fulfill guest requests and ensure seamless service delivery.

• Managing Concierge Operations

  • Overseeing Concierge Desk: Ensuring that the concierge desk is adequately staffed, well-organized, and operates smoothly at all times.
  • Maintaining Supplies and Information: Keeping up-to-date informational materials such as brochures, maps, and event listings, and ensuring that the team has the necessary resources to assist guests effectively.
  • Tracking Requests: Using a concierge management system or log to track guest requests, follow-ups, and completed services, ensuring no request is overlooked.

• Guest Experience and Satisfaction

  • Creating Memorable Experiences: Anticipating and exceeding guests' expectations by providing thoughtful, unique, and personalized experiences, ensuring that guests leave with a positive impression.
  • Managing Feedback: Collecting and responding to guest feedback, whether positive or negative, and using it to improve service delivery.
  • Maintaining Standards: Ensuring the concierge department consistently delivers high standards of service, aligning with the overall hospitality brand and guest expectations.

• Administrative and Reporting Duties

  • Reports and Documentation: Maintaining records of guest requests, services rendered, and any incidents or guest complaints. Preparing reports for hotel management or senior staff.
  • Budget and Inventory Management: Managing the concierge department’s budget, ensuring that expenditures align with operational guidelines. Overseeing the purchase and inventory of relevant supplies (e.g., tickets, brochures, transportation services).
  • Staff Performance Reviews: Conducting performance evaluations for concierge team members and providing feedback on performance, conduct, and service improvements.