Concierge Supervisor

22 hours ago

Dubai, Dubai, United Arab Emirates 25hours Hotels Full time
Roles and responsibilities
  • Provide exemplary customerservice to all guests, offering assistance and recommendations toenhance their stay.
  • Handle guest inquiries,requests, and complaints promptly and professionally, striving forswift resolutions.
  • Coordinate with other hoteldepartments to fulfill guest needsefficiently.
  • Assist in overseeing theday-to-day operations of the concierge desk, ensuring a smooth andefficient workflow.
  • Manage guest arrivals anddepartures, including luggage handling, transportationarrangements, and room assignments.
  • Maintain acomprehensive knowledge of local attractions, restaurants,transportation options, and events to provide informedrecommendations to guests.
  • Provide guidance,training, and support to the concierge team, fostering a culture ofexcellence and teamwork.
  • Assist in schedulingand coordinating staffing levels to ensure adequate coverage andexceptional service delivery.
  • Conduct regularperformance evaluations and provide constructive feedback to teammembers.
  • Build strong relationships with gueststo anticipate their needs and exceedexpectations.
  • Coordinate VIP amenities, specialrequests, and personalized experiences for VIP guests and repeatclientele.
  • Handle confidential and sensitiveinformation with discretion andprofessionalism.
  • Assist in maintaining accuraterecords, including guest preferences, transportation arrangements,and activity bookings.
  • Utilize hotel managementsoftware and systems to track guest requests, maintain inventory,and generate reports as needed.
  • Assist inmanaging the concierge budget and controlling expenseseffectively.

Qualifications

Yourpersonality counts more than your CV…

  • Previous experience in a supervisoryrole within a luxury hotel concierge departmentpreferred.
  • Exceptional customer service skillswith a genuine passion for exceeding guestexpectations.
  • Strong communication,interpersonal, and problem-solvingabilities.
  • Excellent organizational skills withthe ability to multitask and prioritize in a fast-pacedenvironment.
  • Proficiency in hotel managementsoftware and Microsoft Office Suite.
  • Knowledgeof local attractions, dining, and entertainmentoptions.
Desired candidate profile

  • Managing the ConciergeTeam

    • SupervisingStaff: Overseeing a team of concierge staff,including concierges, junior concierge agents, and otherfront-of-housepersonnel.
    • Training andDevelopment: Providing guidance, training, andmentorship to new and existing staff, ensuring they understand thestandards of service and stay up-to-date with procedures and localattractions or events.
    • Schedulingand Staffing: Managing shift schedules to ensureadequate coverage during peak times, such as weekends and holidays,while maintaining a balanced workload for theteam.

  • GuestRelations and PersonalizedService

    • GuestAssistance: Providing guests with personalizedrecommendations, handling special requests, and assisting withreservations for dining, tours, entertainment, ortransportation.
    • Problem-Solving:Addressing and resolving guest concerns or issues promptly andprofessionally, ensuring a high level of guestsatisfaction.
    • VIP and SpecialGuest Services: Offering tailored services for VIPguests, including securing exclusive reservations, arrangingprivate transportation, or organizing special events, to ensure amemorableexperience.

  • HandlingGuestRequests

    • MakingArrangements: Organizing and fulfilling variousguest requests, such as booking tickets for shows, arranging spaappointments, providing directions, and suggesting localattractions oractivities.
    • CoordinatingServices: Collaborating with other departments(e.g., housekeeping, transportation, F&B) to fulfill guestrequests and ensure seamless servicedelivery.

  • ManagingConciergeOperations

    • OverseeingConcierge Desk: Ensuring that the concierge desk isadequately staffed, well-organized, and operates smoothly at alltimes.
    • Maintaining Supplies andInformation: Keeping up-to-date informationalmaterials such as brochures, maps, and event listings, and ensuringthat the team has the necessary resources to assist guestseffectively.
    • TrackingRequests: Using a concierge management system or logto track guest requests, follow-ups, and completed services,ensuring no request isoverlooked.

  • GuestExperience andSatisfaction

    • CreatingMemorable Experiences: Anticipating and exceedingguests' expectations by providing thoughtful, unique, andpersonalized experiences, ensuring that guests leave with apositive impression.
    • ManagingFeedback: Collecting and responding to guestfeedback, whether positive or negative, and using it to improveservice delivery.
    • MaintainingStandards: Ensuring the concierge departmentconsistently delivers high standards of service, aligning with theoverall hospitality brand and guestexpectations.

  • Administrativeand ReportingDuties

    • Reportsand Documentation: Maintaining records of guestrequests, services rendered, and any incidents or guest complaints.Preparing reports for hotel management or seniorstaff.
    • Budget and InventoryManagement: Managing the conciergedepartment's budget, ensuring that expenditures alignwith operational guidelines. Overseeing the purchase and inventoryof relevant supplies (e.g., tickets, brochures, transportationservices).
    • Staff PerformanceReviews: Conducting performance evaluations forconcierge team members and providing feedback on performance,conduct, and serviceimprovements.
Key Skills
Concierge,Hospitality,Guest Service
EmploymentType : Full-time
Department /Functional Area: Customer Service
Experience: years
Gender: Male
Vacancy: 1

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