Concierge Supervisor Kempinski Hotel

Plan and Supervise Concierge Operations: Oversee daily operations of the concierge desk, ensuring the team effectively handles guest inquiries and requests, from directions to transportation arrangements and tour reservations.

Team Coordination and Grooming: Coordinate and supervise the work of concierge team members, ensuring they are well-groomed and adhere to service standards, ultimately contributing to guest satisfaction.

Training and Motivation: Conduct training for new employees and ongoing on-the-job training for all team members. Motivate the team to deliver high-quality performance and ensure a culture of continuous improvement.

Handle Guest Requests and Complaints: Address guest requests, inquiries, and complaints with professionalism, taking corrective actions when necessary. Maintain a log of complaints and follow up to ensure full guest satisfaction.

Liaise with Other Departments: Collaborate with front office, housekeeping, and other departments to ensure accurate and updated information regarding guest requests, billing, and other specific requirements.

Maintain Local Knowledge: Stay informed on hotel amenities, services, and local attractions to provide accurate recommendations and assistance to guests.

Supervise Luggage Handling: Supervise the storage and handling of guest luggage, ensuring all items are handled with care and in accordance with hotel policies.

Support Loyalty Program Initiatives: Keep the team informed about loyalty programs and benefits to enhance guest recognition and loyalty.

Shift Reporting and Handover: Conduct shift handover with comprehensive reporting on guest complaints, unusual situations, and follow-up tasks to maintain operational efficiency.

Administrative Duties: Complete and review reports, participate in briefings, and handle other administrative tasks as needed.

Additional Duties: Perform any other duties assigned by the Supervisor or Manager to meet the business and hotel requirements.