Head Of Concierge

Position Summary:

The Head of Concierge is responsible for overseeing all concierge operations, ensuring the highest level of guest satisfaction, and maintaining smooth communication between guests and hotel departments. This role involves supervising concierge staff, managing guest requests, and delivering exceptional, personalised service that reflects the brand’s standards of hospitality and professionalism.

Key Responsibilities:

• Supervise, train, and motivate the concierge team to deliver outstanding guest service.
• Ensure all guest inquiries, requests, and complaints are handled efficiently and courteously.
• Manage and maintain up-to-date information about local attractions, restaurants, transportation, events, and entertainment.
• Coordinate VIP arrivals, departures, and special guest requirements with other departments.
• Establish strong relationships with local service providers (tour operators, transport companies, restaurants, etc.) to secure preferred services and rates.
• Monitor the performance of concierge staff and ensure consistent adherence to service standards.
• Maintain a high level of visibility in the lobby to personally assist guests and oversee concierge activities.
• Prepare concierge schedules, reports, and budgets as required.
• Handle special requests such as reservations, tickets, courier services, and personal shopping with confidentiality and efficiency.
• Develop innovative ideas to enhance guest experiences and increase guest satisfaction scores.
• Ensure that the concierge desk area is clean, well-organised, and fully equipped at all times.
• Collaborate closely with the Front Office, Housekeeping, and Guest Relations teams to ensure seamless service.

Job Type: Full-time