Service Leader
3 weeks ago
Chief Concierge Role
Fairmont Mumbai is seeking a dynamic and experienced Chief Concierge to lead our pre-opening team in creating unparalleled guest experiences. As Chief Concierge, you will play a pivotal role in delivering exceptional service and personalized recommendations to our guests.
Key Responsibilities:
- Lead and Manage the Concierge team to ensure exceptional guest service delivery and guest satisfaction.
- Develop and Implement standard operating procedures for the Concierge department ensuring consistency in service delivery.
- Maintain a Deep Knowledge of local attractions, restaurants, transportation options, and other points of interest to provide personalized recommendations and assistance to guests.
- Handle Guest Inquiries requests and complaints promptly and professionally, ensuring resolution to the guests' satisfaction.
- Build and Maintain strong relationships with local businesses and service providers to enhance the guest experience and secure special arrangements or services for guests.
- Oversee Concierge Desk Operations including staffing, scheduling, and training to ensure high performance and efficiency.
- Monitor and Maintain guest service standards continuously seeking opportunities for improvement and innovation.
- Collaborate with Other Departments such as Front Office, Sales, and Food & Beverage to coordinate guest services and enhance the overall guest experience.
- Stay Updated on Industry Trends technologies and best practices in guest services and incorporate them into the department's operations as appropriate.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
- Minimum of 5 years of experience in a similar role, preferably in a luxury hotel environment.
- Strong leadership and managerial skills with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills with the ability to build rapport and establish trust with guests and colleagues.
- Deep knowledge of local attractions, amenities, and services with a passion for delivering personalized guest experiences.
- Proven problem-solving skills and the ability to handle difficult situations with tact and diplomacy.
- Strong organizational and multitasking abilities with attention to detail and a commitment to excellence.
- Proficiency in relevant computer applications, including MS Office and hotel management systems.
- Certification from Les Clefs d'Or or equivalent preferred.
Remote Work: No
Employment Type: Full-time
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