Hotel Guest Services Manager

1 day ago

Bengaluru, Karnataka, India beBeeConcierge Full time ₹ 1,04,000 - ₹ 1,30,878
Concierge Team Leader Job Description

As a key member of the Concierge team, you will be responsible for overseeing and ensuring the smooth operation of our Concierge department. You will monitor the services provided by your colleagues and assist in their training and development.

  • Luggage Handling & Operations: Adhere to established procedures for luggage-related matters, and represent the team in the absence of senior colleagues to ensure seamless operations.
  • Manpower Planning: Collaborate with senior colleagues to plan staffing levels based on hotel requirements and guest needs.
  • Training & Development: Train team members according to hotel standards, assess their performance, recommend promotions or transfers, and manage disciplinary actions if necessary.
  • Reporting Irregularities: Report any irregularities or issues to senior colleagues, and seek assistance from relevant departments as needed.
  • VIP & Hilton Honors Service: Ensure the proper reception and assistance of VIP guests and Hilton Honors members, particularly during airport arrivals and departures.
  • Service Improvement: Offer recommendations for improving hotel operations, services, and guest experiences, focusing on increasing revenue or reducing costs.
  • Guest Experience: Follow up on tasks assigned by your superior to ensure exceptional service and satisfaction for all guests.
  • Local Knowledge: Leverage your understanding of local tourism culture and the city's profile to provide thoughtful and personalized service to guests.
Key Skills and Qualifications

To succeed in this role, you should:

  • Customer-Centric Approach: Prioritize the needs of guests and maintain a high standard of service.
  • Leadership Skills: Demonstrate effective leadership, motivating and training your team, while managing performance and ensuring operational success.
  • Problem-Solving Ability: Address and resolve any issues or irregularities in the department, collaborating with other teams when necessary.
  • Local Expertise: Have a strong understanding of the local culture and tourist attractions to provide insightful recommendations and enhance the guest experience.
  • Communication Skills: Display excellent communication skills to interact with guests, your team, and other hotel departments.
  • Operational Knowledge: Understand hotel operations, particularly within the Concierge department, to ensure smooth and efficient service delivery.
About This Role

This position requires a proactive, organized individual with strong leadership abilities, a keen eye for detail, and a passion for delivering outstanding guest experiences.

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