Head Of Concierge

Job description

Why work for the employer? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore the employer’s the employer possibilities. By joining the employer, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. BELIMITLESS" Lead, manage, and develop the concierge team to deliver consistently exceptional service. Establish and maintain high standards, policies, procedures, and service protocols. Oversee daily concierge operations, ensuring efficient and professional service delivery. Manage VIP, high-profile, and special-request clients with discretion and attention to detail. Build strong relationships with guests, residents, clients, suppliers, hotels, restaurants, transportation providers, and other service partners. Anticipate guest needs and proactively create personalized experiences. Handle complex requests, complaints, and escalations professionally and efficiently. Coordinate reservations, transportation, entertainment, events, travel arrangements, and bespoke experiences. Develop and maintain a reliable network of premium local and international suppliers. Monitor service quality, guest satisfaction, response times, and operational performance. Implement training and coaching programs to continuously improve team capabilities. Prepare and monitor departmental budgets, costs, and resources where applicable. Ensure compliance with company policies, confidentiality requirements, health and safety standards, and applicable regulations. Collaborate closely with Front Office, Guest Relations, Housekeeping, Security, Events, Sales, and other departments. Identify opportunities to improve concierge services, introduce new experiences, and enhance customer loyalty. Maintain accurate records of guest preferences, requests, and service interactions while respecting privacy and confidentiality.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field preferred.
• 3–5+ years of experience in concierge, luxury hospitality, guest relations, lifestyle management, or a similar customer-experience leadership role.
• Strong knowledge of luxury hospitality, lifestyle services, local attractions, dining, travel, and entertainment.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong leadership and team-management capabilities.
• Exceptional organizational and multitasking skills.
• Ability to remain calm and solution-focused under pressure.
• High level of discretion, confidentiality, professionalism, and emotional intelligence.
• Proficiency in Microsoft Office and relevant hospitality/CRM systems.
• Fluency in English
• additional languages are an advantage.
• Flexibility to work weekends, holidays, and outside standard hours when required.

Skills