Concierge Team Leader 28O25

The Concierge Team Leader plays a pivotal role in enhancing the guest experience within a hospitality or corporate environment. As a frontline ambassador, you will oversee and coordinate the daily operations of the concierge team, ensuring that all interactions are executed with the utmost professionalism and efficiency. The role demands strong leadership to inspire and motivate the team to deliver exceptional customer service consistently. You will be the primary point of contact for guests, addressing their inquiries, solving problems, and facilitating requests ranging from bookings and directions to organizing events and additional services. Successfully executing this role requires a keen attention to detail and the ability to manage multiple priorities simultaneously, while continuously working to elevate the guest experience and maintain high service standards.

Responsibilities

• Lead and supervise the concierge team to ensure effective and efficient service delivery.
• Train and mentor concierge staff to maintain high standards of guest service.
• Manage and resolve guest complaints and issues in a timely manner.
• Coordinate with other departments to facilitate comprehensive guest services and experiences.
• Oversee scheduling and task assignments to ensure adequate staffing coverage at all times.
• Develop and implement procedures to enhance service quality and operational efficiency.
• Foster a welcoming and informative environment to provide guests with valuable local information.
• Organize and facilitate bookings and reservations for guests as per their requirements.
• Monitor guest feedback and share insights with management for service improvements.
• Maintain accurate records of concierge activities and perform administrative duties as needed.
• Stay informed of local attractions, events, and special services to offer informed advice to guests.
• Ensure the concierge desk is always presentable, equipped, and adhering to brand standards.

Requirements

• Previous experience in a concierge or guest services role is essential.
• Strong leadership skills with the ability to manage a team effectively.
• Excellent communication skills, both verbal and written, are required.
• Ability to multitask and handle stress in a fast-paced environment.
• Proficiency in Microsoft Office and reservation management systems is preferred.
• High-level problem-solving skills and a proactive approach to guest service.
• Flexible to work various shifts, including weekends and public holidays.