Concierge Team Leader

As a Concierge Team Leader, you will play a pivotal role in ensuring exceptional service and experience for all guests and clients. You will lead a dynamic team of concierge professionals, setting an exemplary standard in hospitality services. This position will demand strong leadership skills, a deep understanding of customer service, and an ability to manage multiple responsibilities seamlessly. Your primary focus will be on delivering a personalized and memorable experience, enhancing guest satisfaction and loyalty. Flexibility, attentiveness, and excellent communication abilities are vital, as you will be the main point of contact for any client requests, inquiries, or concerns. By effectively coordinating with other departments and maintaining superior service quality, you'll create an atmosphere that exceeds expectations and contributes to a five-star experience. Your role will also involve coaching and developing team members, ensuring they possess the skills and knowledge necessary to provide exceptional service.

Responsibilities

• Oversee day-to-day activities of the concierge team ensuring top-notch service.
• Serve as the primary contact point for high-profile guests addressing their needs.
• Recognize client complaints promptly and implement effective resolutions.
• Train and motivate concierge staff to consistently deliver superior service.
• Design and implement new strategies to constantly improve guest satisfaction.
• Coordinate with various hotel departments ensuring seamless visitor experiences.
• Maintain up-to-date knowledge of amenities and services available at the hotel.
• Foster an environment that emphasizes accountability, professionalism, and mutual respect.
• Ensure proper staffing levels are maintained by coordinating schedules efficiently.
• Conduct performance reviews and provide constructive feedback to team members.
• Organize regular team meetings to align service standards and processes.
• Monitor guest feedback channels and propose actions for areas needing improvement.

Requirements

• Minimum three years of experience in a similar supervisory concierge role.
• Demonstrated ability to lead and develop a high-performing team.
• Exceptional organizational skills with a keen attention to detail required.
• Proficiency in hotel management software and reservation systems preferred.
• Exemplary customer service skills with outstanding communication abilities.
• Flexible in working hours, including weekends and holidays as necessary.
• Capable of multitasking effectively in a fast-paced guest-facing environment.