Concierge Supervisor

Job Summary

The Concierge Supervisor anticipates the needs of the guests so solutions can be offered before being requested, personalizing the delivery of the service to meet the specific needs of each guest, and reminding the guest of scheduled events and appointments. The role provides the guest with an experience that will always be remembered and with the highest level of responsiveness.

Job Responsibilities 1

Supervise and lead the concierge team, including training, scheduling, and performance management, to ensure smooth and efficient operations.

Provide exemplary guest services by assisting with inquiries, reservations, and recommendations for dining, entertainment, transportation, and other activities.

Oversee the lobby area, ensuring cleanliness, organization, and a welcoming atmosphere for guests, as well as managing guest arrivals and departures.

Assist guests with luggage handling, transportation arrangements, and special requests, ensuring prompt and attentive service to enhance the guest experience.

Serve as a knowledgeable resource for guests, providing information about local attractions, events, and services to enhance their stay.

Handle guest complaints, concerns, and special requests effectively, resolving issues promptly and ensuring guest satisfaction.

Maintain security awareness in the lobby area, monitoring guest activity and ensuring compliance with hotel policies and procedures.

Act as a liaison between guests and other hotel departments, communicating guest requests, preferences, and special needs to relevant staff members.

Coordinate with external vendors, such as transportation providers and tour operators, to fulfill guest requests and arrange services as needed.

Perform administrative tasks, such as maintaining logs, records, and reports, as well as managing inventory and ordering supplies, to support efficient concierge operations.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Understanding of the hospitality industry, including hotel operations, guest services, and customer expectations, to provide exceptional service and meet guest needs effectively.

In-depth knowledge of the local area, including attractions, restaurants, transportation options, and cultural events, to assist guests with recommendations and arrangements for their stay.

Excellent verbal and written communication skills to interact with guests, colleagues, and external vendors professionally and effectively, conveying information clearly and resolving issues diplomatically.

Strong leadership and supervisory skills to manage and motivate a team of concierge staff, delegate tasks, and ensure high standards of service delivery and guest satisfaction.

Ability to think quickly and creatively to address guest inquiries, resolve issues, and handle unexpected situations, demonstrating flexibility and resourcefulness to meet guest needs.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

Education