Service Leader

3 weeks ago


Mumbai, Maharashtra, India AccorHotel Full time

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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