Concierge Supervisor

1 week ago

Dubai, Dubai, United Arab Emirates Banyan Tree Full time

Summary

JobDescription

A ConciergeSupervisor plays a vital role in ensuring the success of aguest's stay by creating memorable experiences and lastingimpressions. This role requires a genuine affinity for people and acollaborative approach to working with guests and fellow teammembers. Through a proactive and intuitive service style, theConcierge anticipates, aligns, and delights guests, exceeding theirexpectations at every opportunity.

Withextensive knowledge of Dubai's Food & Beveragescene, hotel amenities, and local attractions, the Concierge teamenhances guest experiences by providing personalizedrecommendations and tailored itineraries. The Concierge Supervisorworks closely with guests to curate detailed service options,arrange tours and transportation, and fulfil a wide range ofbooking needs before and after theirstay.

Responsibilities

  • Lead and guide the concierge team todeliver outstanding service.
  • Lead and mentorthe concierge team to deliver exceptional service, fostering aculture of excellence.
  • Support associates inall areas, ensuring they provide top-notch customerservice.
  • Guide the concierge team to achieveguest satisfaction goals effectively.
  • Enhanceguest experience through guest arrival experience & VIPguest recognition plans.
  • Exemplify exceptionalhospitality, inspiring the team to excel in guestinteractions.
  • Manage front drive operations,assisting valet, bellman, and doorman asrequired.
  • Evaluate staffing levels for optimalguest service and operationalefficiency.
  • Maintain upkeep of luggage roomsand hotel assets to ensure a seamlessexperience.
  • Be visible during peak times inpublic areas, attending to guest needspromptly.
  • Review guest feedback withassociates, fostering appreciation and facilitatinggrowth.
  • Lead training sessions to refine guestinteractions and improve servicequality.
  • Assist with additional duties asassigned by Head Concierge and SeniorManagement.
  • Provide comprehensive informationabout hotel services, local attractions, dining options, and moreto guests.
  • Promote the hotel's Food andBeverage outlets and maintain lobby cleanliness andorderliness.
  • Coordinate guest paging and ensureaccuracy of hotel informationdirectory.
  • Prepare efficient work schedules forconcierge, doorman, and bell services based on occupancyforecasts.
  • Ensure staff appearance,punctuality, and performance meet highstandards.
  • Handle guest issues promptly,liaising with department heads or executive management asneeded.
  • Supervise the Concierge team to ensurethey offer excellent service and assistance toguests.
  • Assist guests with mail, messages,inquiries, and arrangements during theirstay.
  • Balance operational, administrative, andcolleague needs effectively.
  • Provideinformative and helpful assistance regarding hotel facilities toguests.
  • Adhere to department policies,procedures, and service standards at all times.

Qualifications

Experience/Certificates/Education

  • Proven international experience as aSenior Concierge / Concierge Supervisor or similar role, preferablyin a large, fast-paced luxury hospitalitysetting.
  • Exceptional guest service skills,polished presentation, and effective verbal and writtencommunication abilities.
  • Guest-orientedmindset, vibrant personality, and a passion for assistingothers.
  • Fluency in English (both verbal andwritten); proficiency in additional languages like Russian, Arabic,or French is advantageous.
  • Ability to multitaskin a dynamic, fast-paced environment and adapt to changingpriorities.
  • Flexibility in working hours, withthe capacity to work independently or with minimalsupervision.
  • Strong analytical andproblem-solving skills, enabling sounddecision-making.
  • Proficiency in MicrosoftWindows and MS Office suite, including Excel, Word, PowerPoint, andOutlook.
  • Physical stamina for standing andwalking extensively during shifts.
  • Familiaritywith Opera software and Front Office computersystems.
  • Proven track record in a global workenvironment, demonstrating adaptability and culturalsensitivity.
  • Excellent organizational abilitiesand the capacity to lead, motivate, and develop a teameffectively

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