Concierge Supervisor

Team Supervision & Leadership

• Supervise and guide the concierge team to ensure consistent, high-quality service.
• Schedule staff and manage coverage for all shifts.
• Conduct training, coaching, and performance reviews to develop staff skills and maintain service standards.
• Monitor staff grooming, professionalism, and adherence to SOPs.
• Provide guidance and support during busy periods or complex guest situations.

Guest Services Management

• Assist guests with inquiries, bookings, and requests, including transportation, dining reservations, tours, and entertainment.
• Handle VIP, VVIP, and special guest requests personally.
• Resolve guest complaints professionally and escalate complex issues to management when necessary.
• Ensure concierge services enhance guest satisfaction and promote loyalty.

Coordination & Communication

• Liaise with Front Office, Housekeeping, F&B, Engineering, and other departments to ensure seamless guest service.
• Maintain clear communication of guest preferences, special occasions, and requests to relevant teams.
• Prepare daily briefings for the concierge team regarding arrivals, VIP guests, and events.

Administration & Reporting

• Maintain accurate records of guest requests, bookings, and services provided.
• Monitor and report concierge performance metrics to management.
• Track and manage inventory of concierge resources, including brochures, transportation contacts, and tickets.
• Assist in preparing monthly reports on guest satisfaction and concierge activities.

Guest Experience & Quality Assurance

• Ensure all guests receive personalized attention and an exceptional experience.
• Conduct regular checks on the concierge desk and lobby area to maintain cleanliness and order.
• Identify opportunities to improve concierge services and implement best practices.
• Ensure safety and security protocols are followed when coordinating guest transportation and external services.
• Report any suspicious activities or incidents to management promptly.