Responsibilities
- Oversee Concierge and Bell services operations to ensure seamless daily functioning and guest satisfaction
- Manage daily Concierge Desk tasks, including handling guest requests, queries, and feedback promptly and professionally
- Coordinate transportation arrangements such as taxis, shuttle buses, and limousine services to meet guest needs efficiently
- Engage actively with guests throughout their stay to create memorable experiences that promote positive online reviews and repeat visits
- Encourage satisfied guests to share their experiences on platforms like TripAdvisor and Google Reviews following hotel policies
- Welcome and acknowledge all guests according to company standards, anticipate and address their service needs, assist guests with disabilities, and express genuine appreciation
- Offer tailored suggestions and constructive advice to enhance guest satisfaction and experience
- Conduct daily shift briefings to communicate operational updates and align team efforts
- Coach, mentor, and train team members to maintain high standards of service excellence
- Monitor staff grooming, punctuality, productivity, and compliance with hotel standards to ensure professionalism
- Assist with staff scheduling, performance evaluations, and disciplinary actions as delegated by the Chief Concierge
- Stay informed about local tourism events and hotel amenities to provide accurate information to guests
- Perform additional tasks assigned by management to support hotel operations
Required competencies and certifications
- Minimum 2 years of experience in a similar role within a 4/5-star hotel
- Proficient in MS Word, Excel, and Outlook applications
- Excellent knowledge of Opera Cloud system
- Customer-oriented with a focus on guest satisfaction
- Well-groomed with a pleasant personality
- Positive attitude and effective communication skills
- Ability to work independently and collaboratively within a team
