Concierge

The Indian Hotels Company Limited (IHCL); Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

IHCL in Bengaluru seeks a Concierge professional to manage bell desk and guest interactions, coordinating with internal departments to ensure outstanding guest experiences. The role includes arranging transportation, guiding guests on local attractions, and supporting staff with rosters and procedures.

The ideal candidate has a hospitality background with 1+ year of concierge experience, strong communication skills, and a customer-focused mindset.

Qualifications

• Industry-specific customer service skills and guest handling.
• Strong communication and interpersonal abilities.
• Willingness to learn and adapt within hospitality operations.

Responsibilities

• Assist bell desk and concierge operations to ensure guest satisfaction.
• Coordinate with internal departments and respond to guest requests.
• Arrange transportation, reservations, and special services for guests.
• Maintain knowledge of hotel facilities and local attractions for guest guidance.
• Ensure accurate rosters and smooth luggage handling during check-in/check-out.
• Provide information on local events, dining, and transportation options.

Skills

Process Excellence

Result Orientation

Collaborative Engagement

Guest Centricity

Education

Bachelor/ Diploma in Hospitality Management

Job description

Job Description:

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asias largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

To manage bell desk and concierge operations, co-ordinate with internal departments and interact with guests with the objective of ensuring guest satisfaction with in the policy limits.

Essential Job Tasks

Areas of Responsibility

Financials

• Ensures cross selling other hotel services like Spa, Restaurants, Travel Services etc.
• Contributes to the transport revenue budgets.

Process

• Assist in planning special events or celebrations for guests, including arranging flowers, gifts, or special surprises.
• Stay updated on local happenings, cultural events, and new attractions to provide accurate and current information to guests.
• Ensure the safety and security of guests by being aware of hotel policies and emergency procedures.
• Offer knowledgeable recommendations on local attractions, restaurants, events, shopping centers and transportation options.
• Develops a strong knowledge of the hotels facilities and services and of the surrounding community.
• Provides guests with information about attractions, facilities, services, and activities in or outside the property.
• Arrange transportation services, including airport transfers, car rentals, and taxi services, as needed.
• Makes guest reservations for air or other forms of transportation when requested. Obtains necessary itinerary tickets.
• Ensure smooth operations of bell desk with timely luggage delivery and collection during Check In and Check out
• Planning the staffing and roster for bell desk as per the movement of the day
• Maintaining the process of left luggage and reviewing the records on weekly basis.
• Training of chauffeurs as per brand standards and conducting timely audits for compliance
• Coordination with airport team regarding guests arrival, guests departure and lost luggage.
• Handles guest complaints and solve problem to the degree possible.
• Arranges secretarial and other office services.
• Coordinates guest requests for special services or equipment with the appropriate department.
• According to the newspaper consumption patterns, preferences and based on occupancy level, prepare and call for newspapers in advance.
• Contacts roomed guests periodically to ascertain any special needs.
• Adherence to the Tata code of conduct, safety policies and values of the organization as defined.

Customer

• Handles special requests and errands for guests promptly and efficiently.
• Facilitates reservations for guests both within the hotel, around the city and outside the city.
• Provides assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines.
• Engages guests in conversation regarding their stay.
• Anticipate guests service needs, including asking questions to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Ensures that any outstanding requests from the previous day receive priority and is resolved.
• Maintains a cordial relationship with external stakeholders and parties for guest related requirement.

People

• To ensure equiments and resources are readily availble with the team for smooth operations
• Assists learning and development for all the team
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
• Ensures to create awareness of business objectives of the organisation
• Communicates expectations, recognizes performance, and produces desired results with associates within the department
• Ensures to create a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) program

Required Qualifications

Degree/ Diploma in Hospitality Management.

Work Experience

At least 1 year of relevant experience in Concierge.

Behavioural Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Guest Centricity
• Personal Effectiveness

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.