Concierge Manager

The Knowledge Center, Gurgaon is a state-of-the-art material experience and innovation hub designed to empower professionals in the architecture, design, and construction industry. We provide a dynamic platform that seamlessly integrates physical libraries with intelligent digital systems, enabling architects, designers, and builders to discover, evaluate, and source building materials with ease.

Role Overview

The Concierge Manager will be responsible for overseeing all concierge services and managing the concierge team at the Knowledge Center. The role ensures a smooth and seamless experience for members, visitors, and guests by handling service requests, escalations, and maintaining service excellence. The position requires strong leadership, problem-solving skills, and a customer-first approach.

Key Responsibilities

• Supervise and lead the concierge staff to deliver high-quality services.
• Oversee day-to-day concierge operations ensuring smooth functioning.
• Assist members and visitors with bookings, queries, and personalized support.
• Manage escalations promptly and ensure resolution with professionalism.
• Coordinate with internal teams to facilitate seamless visitor/member experiences..
• Monitor service delivery standards and implement improvements.
• Maintain accurate records of service requests, feedback, and escalations.
• Train, guide, and motivate concierge staff for consistent service excellence.

Requirements

Experience:

• Graduate, preferably in Hospitality, Hotel Management, or related field.

Education:

• 5 7 years in concierge, front office, or guest relations management.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle escalations and resolve issues under pressure.
• Professional demeanor and customer-focused approach.
• Knowledge of hospitality software/ERP systems will be an added advantage.

Skills & Competencies:

• Strong organizational and people management skills.
• Problem-solving and conflict resolution abilities.
• Exposure to guest service operations, concierge practices, and service protocols.
• Ability to multitask and maintain high service standards.
nan