Concierge Team Leader

As a Concierge Team Leader, you will be responsible for managing and leading a team of concierge staff in providing exceptional customer service to guests. You will need to possess excellent communication and organizational skills, as well as a customer-centric approach. A successful candidate should be able to handle and resolve guest complaints and requests efficiently and effectively. Additionally, you will be required to maintain a high standard of professionalism and ensure the smooth operations of the concierge department.

Responsibilities

1. Supervise and coordinate the daily activities of the concierge team.
2. Ensure the prompt and efficient handling of guest requests and inquiries.
3. Train and mentor concierge staff to deliver exemplary customer service.
4. Monitor the performance of team members and provide feedback and coaching.
5. Collaborate with other departments to enhance guest satisfaction and experience.
6. Maintain accurate records of guest interactions and transactions.
7. Resolve guest complaints or escalate issues, as necessary.
8. Assist with scheduling and organizing staff to meet operational needs.
9. Conduct regular performance appraisals for team members.
10. Stay updated with knowledge of local attractions, events, and services.

Minimum Requirements

• High school diploma or equivalent.
• Proven experience in a supervisory or leadership role.
• Strong interpersonal and communication skills.
• Ability to handle complaints and difficult situations calmly and professionally.
• Excellent organizational and time management abilities.