Assistant Chief Concierge

Responsibilities

• Assist the Chief Concierge in managing the daily operations of the Concierge, Bell and Transportation Services.
• Supervise Concierge colleagues' attendance, duty performance and daily operations to ensure smooth and efficient service delivery.
• Act as a key communication link between the Chief Concierge and the Concierge team, ensuring information is communicated accurately and effectively.
• Lead the team in delivering exceptional concierge services, including guest assistance, transportation arrangements, dining reservations, local recommendations, parcel handling, baggage services and special requests.
• Ensure all guest enquiries, concerns and complaints are handled professionally, promptly and effectively.
• Maintain extensive knowledge of hotel facilities, local attractions, restaurants, entertainment venues, transportation options and city events.
• Build and maintain strong relationships with external partners, including restaurants, transportation providers, tour operators and local businesses.
• Monitor and uphold departmental service standards, policies and procedures in accordance with hotel brand standards.
• Assist in the recruitment, onboarding, training and development of Concierge colleagues, ensuring continuous improvement in service delivery.
• Conduct on-the-job coaching and training to maintain professional service standards and operational excellence.
• Proactively identify opportunities to enhance guest experiences, improve procedures and strengthen Concierge operations.
• Stay abreast of local events, industry trends and guest preferences to provide personalized and up-to-date recommendations.