Senior Concierge Team Lead: Guest Experience

Hyatt Centric Victoria Harbour Hong Kong; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Benefits offered by this job

Comprehensive training

Career growth opportunities

Job summary

Hyatt Centric Victoria Harbour Hong Kong is seeking a seasoned Concierge Leader to oversee the daily operations of Concierge, Bell and Transportation Services in a luxury hotel setting. You will mentor teams, ensure service excellence and build strong relationships with guests and partners.

The role requires 4–5 years in Concierge or Front Office, 2–3 years of supervisory experience, fluency in English, Cantonese and Mandarin, and a proactive, guest‑focussed mindset.

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.

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.

Skills

Leadership

Guest service

Supervisory experience

English Cantonese

Mandarin

PMS knowledge

Microsoft Office

Local knowledge

Education

Diploma in Hospitality Management

Tools

PMS (Property Management System)

Microsoft Office

Job description

Hyatt Centric Victoria Harbour Hong Kong is seeking a seasoned Concierge Leader to oversee the daily operations of Concierge, Bell and Transportation Services in a luxury hotel setting. You will mentor teams, ensure service excellence and build strong relationships with guests and partners.

The role requires 4–5 years in Concierge or Front Office, 2–3 years of supervisory experience, fluency in English, Cantonese and Mandarin, and a proactive, guest‑focussed mindset.