Community & Lifestyle Concierge Supervisor

Four Seasons; Mumbai; On-site; INR 400,000 - 520,000; Full time

Job summary

Four Seasons Hotel Mumbai, located in Worli, seeks a dedicated guest relations professional to deliver exceptional hospitality and assist guests with hotel services, local recommendations, and event information.

You will handle guest inquiries, manage reservations, process charges, and support smooth arrivals and departures, while maintaining high standards of service and teamwork in a luxury hotel environment.

Responsibilities

• Resolves guest complaints with hospitality and professionalism; assists guests with inquiries about residences and hotel services, hours of operation, in-house events, and directions.
• Processes packages, faxes, messages and mail; handles luggage storage and retrieval.
• Keeps desk collateral updated with local attractions and provides information, tickets, and reservations for guests.
• Uses hotel software to input special arrangements, manage billing, and settle charges via credit card or cash.
• Assists with collecting assessment and heating fees.
• Performs errands for guests, including local travel off-residence property.
• Greet guests, assist with arrivals/departures, and open doors for guests.
• Provides directions and recommendations about the city and its attractions; hails taxis as needed.
• Assists guests moving in, ensuring all information is collected and files passed to guests.
• Assists with daily utility and life inquiries for guests.
• Provides business services and posts charges to the opera system.
• Manages working schedule and attendance; acts as trainer and team model.
• Manages inventory and ensures cleanliness in lobby and luggage storage area.
• Supports security during heavy volume to ensure smooth driveway operations.
• Provides basic trouble-shooting for in-room services like internet and TV.

Tools

Opera PMS

Job description

Location

In the heart of Worli – the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel – Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand’s first hotel in India, Four Seasons Hotel Mumbai echoes "Powerhouse Luxury" in the city that never sleeps. It is known for unparalleled food & beverage options such as those at AER Mumbai, an award‑winning rooftop bar, as well as San:Qi, a city‑favourite pan‑Asian restaurant with wine bar, private dining rooms, four open‑style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Role and Responsibilities

• Resolves customer complaints and builds positive relationships with guests. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries related to residences and hotel services, hours of operations, key residences personnel, in‑house events, directions, etc. Responds to all guest requests accurately and timely, making recommendations based on local knowledge and residences practices.
• Processes packages, faxes, messages and mail which may be either outgoing or incoming in an accurate and timely manner. Stores and retrieves guest luggage and packages.
• Assures that desk collateral and information for restaurants, museums, attractions, maps and other local attractions are updated and current. Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas to provide information, ticketing and reservations for guests.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing. Ascertains guests’ satisfaction, posts a‑la‑carte charges and presents the bill to guests. Settles the bill accurately through credit card or cash transaction.
• Assists with collecting assessment fee and heating fee.
• Performs errands for guests and the residences that may require local travel off of the residences property.
• Greets guests by opening their car door and welcoming them back home. Gives verbal greeting to guests coming on foot. Opens residences doors for all guests.
• Provides guests with directions, recommendations and information about the city and its attractions. Hails taxi as needed.
• Assists guests moving in in an efficient and friendly manner, using guest name whenever possible. Assures getting all guest information and passes moving‑in files and information to guests.
• Assists guests with utility and other day‑to‑day life enquiries.
• Provides business services and posts the charges to the opera system.
• Manages working schedule and attendance.
• Performs as a trainer and team model within the team.
• Manages inventory.
• Complies with Four Seasons Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co‑workers and supervisors.
• Provides a high level of cleanliness in the lobby and luggage storage room.
• Assists with responsibilities and duties in the absence or heavy volume in the area of security to assure the smooth flow of traffic on the driveway for temporary parking at residences.
• Provides basic trouble‑shooting support for in‑room services such as internet, TV movies, games and Web service.