Assistant Chief Concierge

Hyatt Hotels Corporation; Hong Kong; On-site; HKD 408,000 - 597,000; Full time

Job summary

Hyatt Regency Houston Downtown is seeking an experienced Concierge/Front Office Manager to oversee daily operations of Concierge, Bell, and Transportation Services. The role focuses on delivering exceptional guest experiences and coordinating team performance in a luxury hotel setting.

You will lead a team, maintain strong guest relations, and work closely with external partners to elevate service standards and city guidance for guests.

Qualifications

• Diploma, Higher Diploma or Degree in Hospitality Management or related discipline.
• 4-5 years in Concierge/Guest Services/Front Office in luxury hotel environment.
• 2-3 years supervisory experience in Concierge or similar leadership role.
• Strong knowledge of local attractions, dining, transport and events.
• Active Les Clefs d'Or membership or progress is advantageous.

Responsibilities

• Assist the Chief Concierge in managing daily operations of Concierge, Bell and Transportation Services.
• Supervise Concierge team attendance, performance and daily operations.
• Lead communication between Chief Concierge and Concierge team.
• Deliver exceptional concierge services including guest assistance, reservations and local recommendations.
• Handle guest inquiries, concerns and complaints promptly and professionally.
• Maintain knowledge of hotel facilities, local attractions and city events.
• Build relationships with external partners (restaurants, transport, tour operators).
• Uphold department service standards and hotel brand procedures.
• Support recruitment, onboarding, and training of Concierge staff.
• Provide on-the-job coaching to maintain service standards and operational excellence.
• Identify opportunities to enhance guest experiences and procedures.

Skills

Leadership

Coaching

Interpersonal skills

Communication

MS Office

PMS

Guest service

Problem solving

Education

Diploma in Hospitality Management

Degree in Hospitality

Tools

Hotel PMS

MS Office

Job description

Close Inclusive Collection Job Postings Notification

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It's important to constantly challenge your knowledge and step out of your comfort zone."

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It's important to constantly challenge your knowledge and step out of your comfort zone."

Peggy Focheux Duval: Director of Learning & Development, France

CN - 91 - Hong Kong

Front Office

Entry Level Manager

Full-time

Local

Summary

Responsibilities

• Assist the Chief Concierge in managing the daily operations of the Concierge, Bell and Transportation Services.
• Supervise Concierge colleagues' attendance, duty performance and daily operations to ensure smooth and efficient service delivery.
• Act as a key communication link between the Chief Concierge and the Concierge team, ensuring information is communicated accurately and effectively.
• Lead the team in delivering exceptional concierge services, including guest assistance, transportation arrangements, dining reservations, local recommendations, parcel handling, baggage services and special requests.
• Ensure all guest enquiries, concerns and complaints are handled professionally, promptly and effectively.
• Maintain extensive knowledge of hotel facilities, local attractions, restaurants, entertainment venues, transportation options and city events.
• Build and maintain strong relationships with external partners, including restaurants, transportation providers, tour operators and local businesses.
• Monitor and uphold departmental service standards, policies and procedures in accordance with hotel brand standards.
• Assist in the recruitment, onboarding, training and development of Concierge colleagues, ensuring continuous improvement in service delivery.
• Conduct on-the-job coaching and training to maintain professional service standards and operational excellence.
• Proactively identify opportunities to enhance guest experiences, improve procedures and strengthen Concierge operations.
• Stay abreast of local events, industry trends and guest preferences to provide personalized and up-to-date recommendations.

Qualifications

• Diploma, Higher Diploma or Degree in Hospitality Management, Tourism Management or related disciplines.
• Minimum 4-5 years of relevant experience in Concierge, Guest Services or Front Office operations within a luxury hotel environment.
• At least 2-3 years of supervisory experience in Concierge or a similar guest-facing leadership role.
• Strong knowledge of local attractions, restaurants, transportation networks, cultural events and tourism services.
• Active membership in Les Clefs d'Or or progress towards membership is an advantage.
• Excellent leadership, team management, coaching and interpersonal skills.
• Strong problem-solving abilities with a proactive and guest-focused mindset.
• Exceptional communication and relationship-building skills.
• Ability to work effectively under pressure in a fast-paced luxury hospitality environment.
• Proficiency in spoken and written English, Cantonese and Mandarin; additional language skills are advantageous.
• Proficient in Microsoft Office applications and hotel property management systems.

Hyatt Regency Houston Downtown | Houston , TX , US

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