REQ11863 Manager, Concierge (Open)

The Concierge Manager is responsible for leading and managing the Concierge team to provide exemplary service that reflects the hotel’s 5-star standards. This role involves overseeing all Concierge operations, ensuring guest satisfaction, and enhancing the overall guest experience through personalized services. The Concierge Manager will collaborate closely with other departments to deliver seamless service and foster a team-oriented environment

PRIMARY RESPONSIBILITIES:

Team Leadership: Supervise and mentor the Concierge team, including Concierge Supervisor, Lobby Ambassador, Concierge Attendant, Bellman and outsourced doorman (If there is any). Fostering a culture of excellence and teamwork.Guest Services: Ensure the Concierge Team delivers outstanding guest services, including but not limited to all types of reservations, transportation, mailing, personalized recommendations tailored to guest’s preferences and needs. To meet and greet the hotel VIP & FIT guests upon arrival and to see them off on departure.Operational Management: Oversee daily Concierge Operations, ensuring efficient workflow, adherence to service standards, and effective complaint and problem solving. Ensuing the manning and roster are scheduled according to the business needs.Training & Development: Develop and implement training programs for Concierge staff to enhance service delivery, local tourist and related product knowledge and communication skills. To create monthly sightseeing activities for Concierge team to experience as a tourist and prepare the updated training materials. To conduct role play with the Concierge team to ensure the team is providing the services according to the hotel service standard.Guest Relations: Act as a point of contact for VIP guests and handle special requests, inquiries and complaints with professionalism and discretion.Collaboration: Work closely with other departments to ensure cohesive service delivery and guest satisfaction. To work with F&B team for food tasting when the outlets have a new menu. Also work closely with Property Service team to ensure the hotel lobby, Porte-cochere and guest lifts are defect free by daily patrol within the property.Performance Monitoring: Establish and monitor key performance indicators for the Concierge Team, ensuing goals are met and exceeded.Service Innovation: Stay updated on local attractions, events, and trends to provide guests with the latest information and enhance their experience.Reporting: Prepare regular reports to Concierge operations, guest feedback and the team performance for Senior Front Operations Manager for review and to work with Senior Front Operations Manager for any policy update, change of procedures of any continuously improvement on the workflows, to revise the SOP if needed. Also to deliver the key messages from Management to the Concierge team.

KEY PERFORMANCE INDICATORS:

Guest satisfaction scores (Post-stay survey, online rating platforms etc)Service DeliveryTeam PerformanceOperational EfficiencyStaff retention

QUALIFICATIONS:

Experience

Prior hotel experience is neededAt least 2-3 years of experience in a concierge or front desk Assistant Manager role

Education

Diploma or Bachelor’s Degree in Hospitality preferred

Skills / Competencies

Ability to converse effectively in English, Cantonese and MandarinStrong customer service mindsetLocal knowledgeLeadership skillsCustomer service excellenceOrganization skillsProblem solving skillsAdaptability and flexibilityEmotional intelligenceHotel related systems proficiency