Concierge Supervisor

ADMIRAL HOSPITALITY MANAGEMENT, INC.; Parañaque; On-site; PHP 300,000 - 420,000; Full time

Job summary

ADMIRAL HOSPITALITY MANAGEMENT, INC. is seeking a Concierge Supervisor to oversee the daily operations of the concierge team, ensuring guests receive excellent service and personalized assistance. The role involves coordinating with hotel departments, managing guest inquiries, and offering tailored recommendations to elevate guest experiences.

The position emphasizes leading the team, maintaining a high standard of service, and supporting guests with all requests during their stay.

Qualifications

• Experience in leading guest service teams in hospitality environments.
• Strong communication and interpersonal skills.
• Ability to mentor and develop staff for service excellence.
• Proactive approach to guest satisfaction and problem resolution.

Responsibilities

• Lead and guide the concierge team to deliver outstanding service.
• Mentor the concierge staff to maintain a culture of excellence.
• Support associates across departments to ensure top-notch guest service.
• Plan and manage front drive operations including valet and bell services as needed.
• Review guest feedback and implement improvements with the team.
• Lead training sessions to enhance guest interactions and service quality.
• Provide information about hotel services, local attractions, and dining options to guests.
• Coordinate guest paging and maintain accurate hotel directories.
• Prepare work schedules for concierge and related roles based on occupancy forecasts.
• Ensure staff appearance, punctuality, and performance meet high standards.

Job description

The Concierge Supervisor is responsible for overseeing and managing the daily operations of the concierge team, ensuring guests receive excellent service and assistance with their requests, and handling VIP guest services. This role involves coordinating with other hotel departments, managing guest inquiries and requests, and providing personalized recommendations to enhance guest experiences.

• Lead and guide the concierge team to deliver outstanding service.

• Lead and mentor the concierge team to deliver exceptional service, fostering a culture of excellence.

• Support associates in all areas, ensuring they provide top-notch customer service.

• Guide the concierge team to achieve guest satisfaction goals effectively.

• Enhance guest experience through guest arrival experience & VIP guest recognition plans.

• Exemplify exceptional hospitality, inspiring the team to excel in guest interactions.

• Manage front drive operations, assisting valet, bellman, and doorman as required.

• Evaluate staffing levels for optimal guest service and operational efficiency.

• Maintain upkeep of luggage rooms and hotel assets to ensure a seamless experience.

• Be visible during peak times in public areas, attending to guest needs promptly.

• Review guest feedback with associates, fostering appreciation and facilitating growth.

• Lead training sessions to refine guest interactions and improve service quality.

• Assist with additional duties as assigned by Head Concierge and Senior Management.

• Provide comprehensive information about hotel services, local attractions, dining options, and more to guests.

• Promote the hotel's Food and Beverage outlets and maintain lobby cleanliness and orderliness.

• Coordinate guest paging and ensure accuracy of hotel information directory.

• Prepare efficient work schedules for concierge, doorman, and bell services based on occupancy forecasts.

• Ensure staff appearance, punctuality, and performance meet high standards.

• Handle guest issues promptly, liaising with department heads or executive management as needed.

• Supervise the Concierge team to ensure they offer excellent service and assistance to guests.

• Assist guests with mail, messages, inquiries, and arrangements during their stay.

• Balance operational, administrative, and colleague needs effectively.

• Provide informative and helpful assistance regarding hotel facilities to guests.

• Adhere to department policies, procedures, and service standards at all times.