Concierge Supervisor

Job description / Role

Job Description

Guest Services Management:

Provide exemplary customer service to all guests, offering assistance and recommendations to enhance their stay.

Handle guest inquiries, requests, and complaints promptly and professionally, striving for swift resolutions.

Coordinate with other hotel departments to fulfill guest needs efficiently.

Concierge Desk Operations:

Assist in overseeing the day-to-day operations of the concierge desk, ensuring a smooth and efficient workflow.

Manage guest arrivals and departures, including luggage handling, transportation arrangements, and room assignments.

Maintain a comprehensive knowledge of local attractions, restaurants, transportation options, and events to provide informed recommendations to guests.

Team Supervision and Training:

Provide guidance, training, and support to the concierge team, fostering a culture of excellence and teamwork.

Assist in scheduling and coordinating staffing levels to ensure adequate coverage and exceptional service delivery.

Conduct regular performance evaluations and provide constructive feedback to team members.

Guest Relations and VIP Services:

Build strong relationships with guests to anticipate their needs and exceed expectations.

Coordinate VIP amenities, special requests, and personalized experiences for VIP guests and repeat clientele.

Handle confidential and sensitive information with discretion and professionalism.

Administrative Duties:

Assist in maintaining accurate records, including guest preferences, transportation arrangements, and activity bookings.

Utilize hotel management software and systems to track guest requests, maintain inventory, and generate reports as needed.

Assist in managing the concierge budget and controlling expenses effectively.

Previous experience in a supervisory role within a luxury hotel concierge department preferred.

Exceptional customer service skills with a genuine passion for exceeding guest expectations.

Strong communication, interpersonal, and problem-solving abilities.

Excellent organizational skills with the ability to multitask and prioritize in a fast-paced environment.

Proficiency in hotel management software and Microsoft Office Suite.

Knowledge of local attractions, dining, and entertainment options.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.