Concierge Manager

The Datai Langkawi; Kedah; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Meal provided

Opportunities for promotion

Parental leave

Job summary

The Datai Langkawi seeks a Concierge Manager to lead the prestigious concierge team and deliver exceptional guest experiences.

You will coordinate guest requests, manage VIP services, and liaise with internal departments to uphold luxury standards and personalized service.

Qualifications

• College degree in Rooms Division Management or equivalent is required.
• Proven experience in a concierge/guest relations role in luxury settings.
• Seven years as Head of Department in Rooms Division (Front Office) preferred.
• Strong leadership, communication, and English proficiency requested.

Responsibilities

• Oversee concierge team and ensure exceptional guest experiences.
• Coordinate guest requests, VIP services, and relations with other departments.
• Supervise luggage handling, check-in support, and guest transports.
• Monitor operations, staff performance, and service standards.
• Lead training, staff development, and ensure professionalism.

Skills

Leadership

Communication

English proficiency

Rooms Division knowledge

Education

College degree in Rooms Division Management or equivalent

Tools

Hotel software proficiency

Job description

The Concierge Manager is responsible for overseeing the concierge team and ensuring exceptional guest experiences through personalized service.

This role involves coordinating guest requests, managing VIP services, and maintaining strong relationships with internal departments and external service providers to enhance the guest experience.

Provide a professional and customer focused service to all customers and internal visitors ensuring that their first impression of the company is at the highest standard.

Responsible for the supervision and control of the Concierge and Bell section and maintains highest service standards.

Set the plan of the luggage delivery process, which should go along with a well-organized, rapid, efficient, and friendly service, according to the hotel policies and procedures. Luggage storage is well monitored, and the storage spaces are in a neat and presentable conditions at all times together with applicable inventory systems.

To supervise, control, evaluate and co-ordinate the performance of subordinates.

Ensures that all subordinates are carrying out all their duties and responsibilities according to their Job Description.

Has a hands-on approach to operations and should constantly be striving to innovate new ideas to enhance our service product and update the ever-changing information on the recommended restaurant and things to do.

To provide efficient and professional hospitality service to the guests throughout their stay.

Arrange for trips, tours, interpreters, reservations and sightseeing for guests while also taking care of essentials such as arriving packages and luggage.

Maintain logbooks for recording of the daily operations of the Concierge, Transportation and Bell Service. Ensure all activities are properly logged down with clear record.

SPECIFIC DUTIES & PERFORMANCE RESPONSIBILITIES

1. To monitor revenue-generating opportunities, such as commission-based services.

2. To establish and monitor cost and expense control systems and procedures to achieve budget operating results.

3. Prepare reports on concierge operations, guest feedback, and service trends.

4. Is able to take corrective measures and actions to ensure highest possible profitability

5. Maximizes revenues through pro-active action rather than re-active.

Guest Service:

1. Provide professional and personalized concierge services to guests, ensuring their needs are met efficiently.

2. Schedules him to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room

3. To be demanding and critical to service standards as well as hygiene standards.

4. To constantly strive to please all guests that he may come into contact with

5. Is responsible that employees project professionalism and are well trained and provide friendly and efficient service

Product:

1. Verifying constantly that the physical product in all aspects is consistent with the hotel standards

2. Patrolling assigned areas frequently to ensure cleanliness and well maintained areas

3. Ensuring that policies and procedures in regards to staff appearance, hygiene and sanitation are enforced

General:

1. Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels

2. Liaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies

3. Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation

4. Monitor and manage concierge desk supplies, ensuring efficient operations.

Marketing Responsibilities:

1. To assist in the preparation of the annual, Business Plan for the entire Department

2. Fully understands the market needs of house guest and local market, assisting in the development of product lines and services accordingly

3. Constantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competition

4. Entertaining regular any potential clients and maintaining excellent guest relations

5. Attending the weekly guest cocktail as a hotel management’s representative

Personnel and Training Responsibilities:

1. Lead, train, and motivate the concierge team to deliver outstanding service.

2. Regularly training all subordinates, as well as to ensure their attendance to any training course conducted by the hotel management for them.

3. Ensuring team members are knowledgeable about hotel services, policies, and guest preferences.

4. To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision making

5. Giving subordinates frequent feedback on their performance and status of development.

DIVULGING OF HOTEL INFORMATION:

a. The hotel requires that you will not (either during or after your employment) without the hotel's written consent, divulge any information concerning the hotel or any associated hotels or any of their dealings, transactions of affairs; which may come to your knowledge during the course of your employment with the company.

Administrative Responsibilities:

1. Accomplish all monthly reports as required

2. Coordinate with front office, housekeeping, and other departments to ensure seamless guest experiences.

3. Maintain records of guest preferences and ensure VIPs receive personalized services.

4. To maintain all hotel records and forms as prescribed by established policies and procedures

5. To control the preparation of room occupancy forecast on a daily, weekly and monthly basis

REQUIRED SKILLS

Knowledge and Skills:

Education:

College degree preferably specializing in Rooms Division Management or equivalent is required.

Experience:

Proven experience in a concierge or guest relations role, preferably in a luxury hotel setting.

Seven years previous experience as Head of Department in Rooms Division (i.e. Front Office) in International Hotel Chain.

Skills and Abilities:

Strong leadership and communication skills.

Requires an in-depth knowledge of rooms division operations

In-depth knowledge of local attractions, events, and hospitality services.

Once engaged, the ability to embrace The Datai culture, core standards, policies, and standard operating procedures.

Requires ability to operate computer equipment/tools and related software/system.

Requires reading, writing and oral proficiency in the English language.

Excellent organizational skills with attention to detail.

Fluency in English; additional languages are an advantage.

Job Type: Full-time

Health insurance

Meal provided

Opportunities for promotion

Parental leave

• Mr Mazlan (Director of Human Resources) | email address: [e-mail]
• Mr Ismail (Rooms Division Manager) | email address: [e-mail]