Main Duties and Responsibilities
We are seeking an accomplished and highly service-oriented individual to join us as our Chief Concierge. The incumber will play a critical role in ensuring that our guests’ experience is aligned to our Resorts’ unparalleled standard of excellence, and in doing so, ensuring that their stay is memorable and exceeds their expectations.
Key Responsibilities
Ensuring Service and Guest Excellence:
- Responsible for ensuring that our brand’s standard of excellence is maintained and exceeded.
- To anticipate and meet guests’ needs and preferences, and tailor services to enhance their stay.
- Responsible for ensuring that all guests are extended a warm, friendly and genuine welcome.
- Handle guest requests and special requirements efficiently.
- Oversee all concierge operations, ensuring the delivery of high-quality and personalized service to our Resort’s guests.
Operational Management:
- Develop and implement policies and procedures to streamline operations and improve guest satisfaction.
- Monitor and manage metrics and guest feedback to identify areas for improvement and develop corrective actions.
People Management
- Lead, monitor and manage the concierge team, providing training and support to ensure adherence to our Resort’s service standards.
- Conduct regular performance evaluations and implement development plans to enhance team skills and service delivery.
Job Requirements
- Diploma in Hospitality or an equivalent professional qualification
- 4 – 6 years of experience in Guest Relations or similar, preferably in a luxury hotel or resort setting.
- Able to handle high-pressure situations with professionalism.
- Strong leadership and management skills.
