Concierge Supervisor(Hotel)

Concierge Supervisor is responsible for overseeing and managing the daily operations of the concierge team, ensuring guests receive excellent service and assistance with their requests, and handling VIP guest services. This role involves coordinating with other hotel departments, managing guest inquiries and requests, and providing personalized recommendations to enhance guest experiences. The Concierge Supervisor will lead by example, train and mentor team members, and ensure that all guests' needs are met efficiently and professionally.

Job Duties & Responsibilities:

• Lead and guide the concierge team to deliver outstanding service.
• Lead and mentor the concierge team to deliver exceptional service, fostering a culture of excellence.
• Support associates in all areas, ensuring they provide top-notch customer service.
• Guide the concierge team to achieve guest satisfaction goals effectively.
• Enhance guest experience through guest arrival experience & VIP guest recognition plans.
• Exemplify exceptional hospitality, inspiring the team to excel in guest interactions.
• Manage front drive operations, assisting valet, bellman, and doorman as required.
• Evaluate staffing levels for optimal guest service and operational efficiency.
• Maintain upkeep of luggage rooms and hotel assets to ensure a seamless experience.
• Be visible during peak times in public areas, attending to guest needs promptly.
• Review guest feedback with associates, fostering appreciation and facilitating growth.
• Lead training sessions to refine guest interactions and improve service quality.
• Assist with additional duties as assigned by Head Concierge and Senior Management.
• Provide comprehensive information about hotel services, local attractions, dining options, and more to guests.
• Promote the hotel's Food and Beverage outlets and maintain lobby cleanliness and orderliness.
• Coordinate guest paging and ensure accuracy of hotel information directory.
• Prepare efficient work schedules for concierge, doorman, and bell services based on occupancy forecasts.
• Ensure staff appearance, punctuality, and performance meet high standards.
• Handle guest issues promptly, liaising with department heads or executive management as needed.
• Supervise the Concierge team to ensure they offer excellent service and assistance to guests.
• Assist guests with mail, messages, inquiries, and arrangements during their stay.
• Balance operational, administrative, and colleague needs effectively.
• Provide informative and helpful assistance regarding hotel facilities to guests.
• Adhere to department policies, procedures, and service standards at all times.

Qualifications:

• College graduate of Hotel and Restaurant Management or any related course.
• Minimum of 1 year of experience in hotel front office management or concierge, with supervisory experience
• Very good leadership, planning, organizing qualities.
• Proficiency in hotel management software (e.g., Opera, PMS, or similar).
• Excellent communication and customer service abilities.
• Ability to work in a fast-paced environment and handle pressure.
• Flexibility to work in shifts, including weekends and holidays.
• Guest-oriented mindset, vibrant personality, and a passion for assisting others.