Concierge Team Leader-Conrad

What will you be doing

As a Concierge Team Leader, you will be responsible for overseeing and ensuring the smooth operation of the Concierge department. You will monitor the services provided by the Concierge associates and assist in their training and development. The key tasks include:

• Luggage Handling & Operations: Follow the established procedures for luggage-related matters, and deputize for the Chief Concierge in their absence to ensure operations run smoothly.
• Manpower Planning: Assist the Chief Concierge with planning staffing levels based on hotel requirements and guest needs.
• Training & Development: Train Concierge associates according to hotel standards, assess their performance, recommend promotions or transfers, and manage disciplinary actions if necessary.
• Reporting Irregularities: Report any irregularities or issues to the Chief Concierge, and seek assistance from the Front Office Manager, Assistant Front Office Manager, or Guest Service Manager as needed.
• VIP & Hilton Honors Service: Ensure the proper reception and assistance of VIP guests and Hilton Honors members, particularly during airport arrivals and departures.
• Service Improvement: Offer recommendations for improving hotel operations, services, and guest experiences, with a focus on increasing revenue or reducing costs.
• Guest Experience: Follow up on tasks assigned by your superior to ensure exceptional service and satisfaction for all guests.
• Local Knowledge: Leverage your understanding of local tourism culture and the city's profile to provide thoughtful and personalized service to guests.

What are we looking for

To succeed in this role, you should:

• Customer-Centric Approach: Always prioritize the needs of guests and ensure a high standard of service.
• Leadership Skills: Be an effective leader, motivating and training your team, while managing performance and ensuring operational success.
• Problem-Solving Ability: Quickly address and resolve any issues or irregularities in the department, collaborating with other teams when necessary.
• Local Expertise: Have a strong understanding of the local culture and tourist attractions to provide insightful recommendations and enhance the guest experience.
• Communication Skills: Demonstrate excellent communication skills to interact with guests, your team, and other hotel departments.
• Operational Knowledge: Understand hotel operations, particularly within the Concierge department, to ensure smooth and efficient service delivery.

This role requires a proactive, organized individual with strong leadership abilities, a keen eye for detail, and a passion for delivering outstanding guest experiences.