Concierge Team Leader (225-910)

As the Concierge Team Leader, you will helm a dynamic front-office team dedicated to providing exceptional guest experiences and enhancing our customer service reputation. This pivotal role involves overseeing day-to-day operations at the concierge desk, ensuring guests receive top-notch service tailored to their individual needs. Your role will require a proactive approach, finely-honed organizational skills, and the ability to inspire and motivate your team toward excellence. As the primary point of contact, you will manage queries, resolve issues, and facilitate smooth communication between guests and staff. By exemplifying outstanding hospitality and leadership skills, you will help craft a welcoming and luxurious atmosphere that aligns with our brand standards.

Responsibilities

• Lead and supervise the concierge team to deliver exceptional guest services efficiently.
• Develop and implement strategies to enhance the guest experience at the concierge desk.
• Manage complex and sensitive inquiries, ensuring resolutions are satisfactory to the guests.
• Coordinate with various departments to ensure guest needs are met in a timely manner.
• Train and mentor new concierge staff to uphold service standards and company policies.
• Conduct regular meetings with the team to discuss performance, challenges, and improvements.
• Monitor and evaluate the service quality provided by the concierge staff regularly.
• Manage the scheduling of concierge team shifts to ensure optimal coverage at all times.
• Address and handle guest complaints effectively, implementing solutions swiftly.
• Stay updated on hotel services, amenities, and local attractions for recommending guests.
• Track and report on guest feedback and implement action plans for service improvement.
• Ensure compliance with health, safety, and security protocols at the concierge desk.

Requirements

• Proven experience in a leadership role within the hospitality industry preferred.
• Strong knowledge of customer service principles and practices is essential.
• Exceptional leadership skills with the ability to motivate and inspire a team.
• Excellent verbal and written communication skills tailored to diverse audiences.
• Ability to manage and prioritize multiple tasks efficiently in a fast-paced environment.
• Proficiency in hotel management software and Microsoft Office Suite required.
• Availability to work flexible hours, including nights, weekends, and holidays.