Assistant Chief Concierge & Guest Experience Lead

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

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.