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Concierge Manager

1 - 5 years

4 - 8 Lacs

Posted:5 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Responsible for the management of all aspects of Concierge functions in accordance with hotel standards.

  • Directs, implements and maintains a concierge service and management philosophy that serves as a guide to respective staff.
  • Responsible for developing and maintaining the acknowledgment and service of all guests visiting the location.
  • Ensures all departments are aware of all guests needs and information prior to arrival that will lead to a unique, memorable and personal stay.
  • CANDIDATE PROFILE

    Education and Experience

    High school diploma or GED; 3 years experience in the guest services, front desk, or related professional area. OR

    CORE WORK ACTIVITIES

    Maintaining Concierge Goals

    Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Keeps concierge team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
  • Establishes an effective database to be used by all team members for restaurant and local attractions.
  • Establishes relationships with local attractions, restaurants and other businesses to enhance guests experiences.
  • Provides recommendations and arranges services for guests as requested (eg, car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
  • Maintains awareness of cultural differences needed to meet guests specific needs and requirements.
  • Provides check-in and check-out services and handles reservations when needed.
  • Maintains knowledge of rooms and their locations, services and facilities of the hotel.
  • Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
  • Responds to emergency situations using appropriate procedures.
  • Maintains awareness of daily operations and events at the hotel.
  • Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements

    Complete and communicates employee schedules.

  • Provides warm welcome and anticipation of guest needs throughout their stay.
  • Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
  • Managing Concierge Team

    Supervises all activities of concierge team.

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and building mutual trust, respect, and cooperation among team members.
  • Serving as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees.
  • Manages all day-to-day operations.
  • Understands employee positions well enough to perform duties in employees absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Ensuring Exceptional Customer Service

    Ensures concierge team provides services that are above and beyond for customer satisfaction and retention.

  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Responds to and handles guest problems and complaints.
  • Sets a positive example for guest relations.
  • Empowers employees to provide excellent customer service.
  • Observes service behaviors of employees and provides feedback to individuals.
  • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • Ensures employees understand customer service expectations and parameters.
  • Interacts with guests to obtain feedback on product quality and service levels.
  • Supporting Human Resource Activities

    Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

  • Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
  • Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
  • Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
  • Participates in employee progressive discipline procedures.
  • Additional Responsibilities

    Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.



  • At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.

  • We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
  • Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
  • We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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