Concierge Team Leader 05J26

The Concierge Team Leader plays a crucial role in creating outstanding customer experiences by overseeing the concierge function within an establishment, such as a hotel, luxury residential building, or corporate office. This position requires a commitment to excellence in customer service, problem-solving abilities, and strong leadership skills. The individual in this role will manage a team of concierge professionals, ensuring they provide clients and guests with services and experiences that meet or exceed their expectations. With an emphasis on proactive support, a Concierge Team Leader coordinates activities or services that anticipate the needs of guests, aiming to enhance their overall experience, satisfaction, and loyalty. This involves a keen understanding of the establishment’s amenities, offerings, local attractions, transportation options, and more to effectively guide their team and ensure top-notch service delivery.

Responsibilities

• Oversee daily operations and management of the concierge team, ensuring optimal service levels.
• Train, motivate, and support concierge staff to deliver exceptional customer experiences.
• Develop and implement service procedures with a focus on customer satisfaction and excellence.
• Resolve guest complaints and service issues to ensure customer satisfaction and retention.
• Coordinate with other departments to address and fulfill guest needs efficiently and effectively.
• Maintain a comprehensive knowledge of the property, its amenities, special events, and promotions.
• Conduct regular team meetings to communicate priorities, expectations, and best practices.
• Monitor and evaluate employee performance, providing guidance and feedback as needed.
• Establish and maintain relationships with local vendors and service providers.
• Ensure the accuracy of concierge records and reports on guest interactions and service requests.
• Champion hotel or establishment loyalty programs to increase guest enrollment and engagement.
• Lead by example in guest interaction, embodying the standard of excellent service at all times.

Requirements

• Minimum of 3 years experience in a concierge or guest services role.
• Proven leadership skills with experience managing a team effectively.
• Exceptional customer service skills and a passion for enhancing guests' experiences.
• Strong problem-solving skills with the ability to manage stress under pressure.
• Excellent interpersonal and communication skills, both written and verbal.
• Familiarity with local attractions, amenities, and entertainment options is a plus.
• Proficiency in computer systems and concierge service software applications.