As a Concierge Supervisor, you will lead a team of concierge staff to provide exceptional service to hotel guests, assisting with various requests and ensuring their needs are met promptly. Your role involves overseeing daily operations, maintaining high service standards, and supervising the concierge team to create memorable guest experiences. A Concierge Supervisor is a vital part of a hotel's guest services team, ensuring that guests receive personalized attention and assistance throughout their stay. This role requires leadership, attention to detail, and the ability to manage a team while delivering exceptional customer service.
Key Responsibilities
- Concierge Team Supervision:
- Oversee and manage the daily activities of the concierge team, including Concierge Attendants and Porters.
- Provide guidance, training, and support to ensure the team delivers outstanding guest service.
- Guest Services:
- Welcome guests with warmth and professionalism, assisting with check-in, luggage handling, and guest inquiries.
- Address and resolve guest concerns, requests, and special requirements promptly and courteously.
- Coordinate with other hotel departments to fulfil guest needs.
- Concierge Desk Operations:
- Ensure the concierge desk is organized, clean, and well-maintained.
- Schedule and manage staff rotations to ensure coverage during peak hours.
- Maintain a high level of knowledge about hotel services, local attractions, events, and dining options.
- VIP and Special Guests Management:
- Identify VIP and special guests, providing personalized attention and assistance.
- Assist in organizing and coordinating special welcome amenities or services for VIPs.
- Transportation and Tours Coordination:
- Arrange transportation for guests, including airport transfers, car rentals, and taxis.
- Provide information and arrange tours, excursions, and local activities as requested.
- Reservations and Recommendations:
- Assist guests with restaurant reservations, spa appointments, and other available facilities of the hotel.
- Offer recommendations for dining, shopping, and cultural experiences based on guest preferences.
- Concierge Communication:
- Maintain effective communication with other hotel departments, including front office, housekeeping, and F&B.
- Attend daily meetings to update management on guest requests and special arrangements.
- Guest Feedback Management:
- Seek guest feedback and reviews, encouraging positive online reviews.
- Address any negative feedback promptly and implement necessary improvements.
- Security and Safety:
- Ensure the safety and security of guests, their belongings, and the concierge area.
- Be knowledgeable about and adhere to hotel security and emergency procedures.
- Financial Transactions:
- Handle guest billing and payments for concierge services accurately.
- Maintain records of financial transactions and guest expenses.
Qualifications
- Bachelor's degree in Hotel Management, Tourism, or a related field (preferred).
- Several years of experience in a concierge role, with prior supervisory or leadership experience.
- Exceptional customer service skills and a passion for creating memorable guest experiences.
- Strong interpersonal and communication skills.
- Proficiency in using hotel management software and reservation systems.
- Knowledge of local attractions, events, and dining options.
- Problem-solving and decision-making abilities.
- Ability to work flexible hours, including nights, weekends, and holidays.
