Head Concierge

Belmond; Cape Town; On-site; ZAR 279,000 - 469,000; Full time

Job summary

Mount Nelson - A Belmond Hotel in Cape Town is seeking a Head Concierge to lead the concierge team and deliver exceptional luxury hospitality experiences. You will interact with guests to provide knowledgeable, welcoming service and coordinate with departments to ensure flawless guest experiences.

The role requires strong customer service orientation, excellent communication and organizational skills, and solid familiarity with Cape Town and surrounding attractions.

Qualifications

• Minimum of 2-3 years' experience in a similar role and Hotel Management diploma/degree - advantageous.
• Excellent customer service orientation.
• Exceptional communication, organisational & administrative skills.
• Computer literacy (MS Word, Opera etc.)

Responsibilities

• Ensure smooth operation of the Concierge department and coordinate with other departments for personalised, prompt service.
• Direct the concierge team including porters and doormen.
• Be well versed in events and happenings in and around the city.
• Maintain relationships with restaurants, venues, airlines, theatres and other leisure outlets for guest requests.
• Manage luggage room and ensure proper storage and labeling of luggage.
• Identify training needs and implement training sessions for associates.
• Monitor rostering and daily duties of the Concierge team.

Skills

Customer service

Communication

Organisational skills

Computer literacy

Education

Hotel management diploma/degree

Tools

Opera PMS

MS Word

Job description

• Excellent customer service orientation

As Head Concierge at Mount Nelson - A Belmond Hotel, you are on the frontlines of providing exceptional luxury hospitality experiences through knowledgeable and welcoming interactions with guests. In this role, you will make an impact by providing exceptional customer service. If you're looking to develop your skills and be part of the future of luxury, this is your moment.

Primary Responsibilities Include:

• To ensure the smooth and efficient operation of the Concierge department and co-ordinate with various other departments in order to ensure personalised, prompt and flawless service to all guest
• Direct the concierge team which includes the porters and doormen
• Be well versed in the events, happenings in and around the city
• Be well connected to key restaurants, venues, and contacts in airlines, theatres and other leisure outlets for last minute guest requests
• Maintain and control the use of the arrival and departure luggage room, ensuring that luggage is properly stored and labelled at all times
• Identify training needs, develop training plans and implement training sessions for all associates within the section on a regular basis
• Monitor the Concierge team and ensure that they are engaged in their daily duties - greeting of guests at entrance, carrying luggage, rooming of guests, daily directory postings, and transfer arrangements
• The ability to manage the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours)
• The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests' requests
• Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals
• Manage the rostering of the concierge team

Requirements

What You Bring:

• Minimum of 2-3 years' experience in a similar role and Hotel Management diploma/degree - advantageous
• Excellent customer service orientation
• Exceptional communication, organisational & administrative skills
• Computer literacy (MS Word, Opera etc.)
• A sound knowledge of Cape Town and surrounds

Benefits

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary and benefits
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.