Concierge Supervisor/Bell Captain

Key Responsibilities:

1. Concierge Team Supervision:

• Oversee and manage the daily activities of the concierge team, including Concierge Attendants and Porters.
• Provide guidance, training, and support to ensure the team delivers outstanding guest service.

2. Guest Services:

• Welcome guests with warmth and professionalism, assisting with check-in, luggage handling, and guest inquiries.
• Address and resolve guest concerns, requests, and special requirements promptly and courteously.
• Coordinate with other hotel departments to fulfil guest needs.

3. Concierge Desk Operations:

• Ensure the concierge desk is organized, clean, and well-maintained.
• Schedule and manage staff rotations to ensure coverage during peak hours.
• Maintain a high level of knowledge about hotel services, local attractions, events, and dining options.

4. VIP and Special Guests Management:

• Identify VIP and special guests, providing personalized attention and assistance.
• Assist in organizing and coordinating special welcome amenities or services for VIPs.

5. Transportation and Tours Coordination:

• Arrange transportation for guests, including airport transfers, car rentals, and taxis.
• Provide information and arrange tours, excursions, and local activities as requested.

6. Reservations and Recommendations:

• Assist guests with restaurant reservations, spa appointments, and other available facilities of the hotel.
• Offer recommendations for dining, shopping, and cultural experiences based on guest preferences.

7. Concierge Communication:

• Maintain effective communication with other hotel departments, including front office, housekeeping, and F&B.
• Attend daily meetings to update management on guest requests and special arrangements.

8. Guest Feedback Management:

• Seek guest feedback and reviews, encouraging positive online reviews.
• Address any negative feedback promptly and implement necessary improvements.

9. Security and Safety:

• Ensure the safety and security of guests, their belongings, and the concierge area.
• Be knowledgeable about and adhere to hotel security and emergency procedures.

10. Financial Transactions:

• Handle guest billing and payments for concierge services accurately.
• Maintain records of financial transactions and guest expenses.

Qualifications:

• Bachelor's degree in Hotel Management, Tourism, or a related field (preferred).
• Several years of experience in a concierge role, with prior supervisory or leadership experience.
• Exceptional customer service skills and a passion for creating memorable guest experiences.
• Strong interpersonal and communication skills.
• Proficiency in using hotel management software and reservation systems.
• Knowledge of local attractions, events, and dining options.
• Problem-solving and decision-making abilities.
• Ability to work flexible hours, including nights, weekends, and holidays.