Head Concierge

Team: Management

Job Purpose

The Head Concierge is responsible for leading and strategizing the overall concierge services across multiple sites, including the setup of physical concierge desks, implementation of e-concierge platforms, collaboration on application development with technical teams, establishing partnerships with service and vendor providers across all categories, and driving pricing strategies to ensure profitability and resident satisfaction. The role focuses on creating seamless, high-quality concierge experiences that enhance resident lifestyles, optimize operational efficiency, and foster strong vendor relationships.

Key Responsibilities and Accountabilities

Concierge Operations Setup and Management Desk Establishment: Oversee the setup and rollout of concierge desks at various sites, ensuring they are equipped, staffed, and operational to handle resident inquiries and services. E-Concierge Implementation: Design and launch digital e-concierge systems, including online portals for bookings, requests, and feedback. Application Development: Collaborate with technical teams to develop and maintain a concierge mobile/web application, incorporating features for service requests, vendor integrations, and user analytics. Site Inspections: Conduct regular audits of concierge desks and digital platforms to ensure compliance with standards, functionality, and user-friendliness.

Vendor and Partnership Management Tie-Ups Coordination: Identify, negotiate, and establish partnerships with service and vendor providers in categories such as hospitality, maintenance, entertainment, transportation, and lifestyle services. Vendor Onboarding: Manage the onboarding process for new partners, including contract agreements, performance SLAs, and integration into concierge systems. Relationship Maintenance: Foster ongoing relationships with vendors to ensure reliable service delivery, resolve issues, and explore expansion opportunities.

Pricing and Financial Strategy Pricing Development: Drive pricing strategies for concierge services, analyzing market trends, cost structures, and resident feedback to set competitive yet profitable rates. Revenue Optimization: Monitor service usage and revenue streams, implementing adjustments to pricing models to maximize income while maintaining affordability. Budget Oversight: Prepare and manage budgets for concierge operations, including vendor payments, application development costs, and desk setup expenses. Financial Reporting: Track and report on financial performance, including revenue from partnerships and service fees.

Team Leadership and Development Staff Supervision: Lead and mentor concierge teams across sites, assigning roles, providing training, and evaluating performance. Recruitment and Training: Oversee hiring for concierge positions and develop training programs on service excellence, digital tools, and vendor management. Performance Management: Set team goals, conduct reviews, and address any operational gaps to ensure high standards of service. Cross-Functional Collaboration: Work with operations, technical, and marketing teams to align concierge services with organizational objectives.

Resident Engagement and Service Excellence Service Customization: Develop tailored concierge offerings based on resident needs, gathering input through surveys and direct interactions. Query Resolution: Act as an escalation point for complex resident issues, ensuring prompt and satisfactory resolutions. Feedback Integration: Collect and analyze resident feedback on concierge services, using insights to refine offerings, partnerships, and pricing. Promotional Activities: Promote concierge services through events, newsletters, and digital channels to increase utilization.

Compliance and Risk Management Policy Enforcement: Ensure all concierge operations comply with legal, safety, and organizational standards, including data privacy for e-concierge and applications. Risk Assessment: Identify potential risks in vendor partnerships or service delivery, implementing mitigation strategies. Incident Handling: Document and report any service disruptions, vendor issues, or resident complaints, coordinating resolutions with relevant stakeholders. Audit and Documentation: Maintain comprehensive records of partnerships, pricing decisions, application updates, and operational metrics.

Knowledge, Experience, and Skills

Educational Qualifications: Bachelor's degree in Hospitality Management, Business Administration, or related field

Experience:

Currently working as Chief Concierge

7+ years of progressive experience

Degree/Diploma in Hotel Management or Travel and Tourism

Past experience with brand loyalty programs will be a plus (Marriott Bonvoy , Accor Plus, Hyatt Gold passport, Taj , Oberoi one).

Key Competencies

• Strong strategic thinking with expertise in partnership development and pricing strategies
• Excellent verbal and written communication skills in English
• Proficient in digital tools, including application development collaboration and e-platform management
• Leadership and team-building abilities to motivate diverse teams
• Analytical skills for financial oversight, market analysis, and performance metrics
• Negotiation and relationship-building expertise for vendor tie-ups
• Proactive, innovative, and resident-focused mindset

Key Performance Indicators (KPIs)

Resident Satisfaction: Achieve a minimum of 95% resident satisfaction in quarterly service surveys.

Partnership Growth: Secure at least 20 new vendor tie-ups annually across service categories.

Revenue Targets: Meet or exceed 15% year-over-year growth in concierge-related revenue through optimized pricing and utilization.

Operational Efficiency: Ensure 100% on-time setup of concierge desks and e-concierge platforms for new sites.

Application Uptime: Maintain 99% uptime for the concierge application, with zero major incidents.

Report Accuracy: Submit 100% of financial and operational reports on time with full accuracy.

Typical Daily Tasks

Morning Strategy Session: Review overnight reports, plan daily priorities, and brief team leads on tasks and goals.

Site and Platform Checks: Inspect concierge desks virtually or in-person and monitor e-concierge/application performance for issues.

Vendor Meetings: Engage with partners to discuss service performance, negotiate terms, or explore new opportunities.

Pricing Review: Analyze usage data and adjust pricing strategies as needed, collaborating with finance teams.

Team Coordination: Assign tasks to staff, provide guidance on resident interactions, and address any immediate concerns.

Resident Engagement: Handle high-level inquiries, review feedback, and initiate service improvements.

Application Oversight: Work with technical teams on updates, bug fixes, or feature enhancements for the concierge app.

Documentation and Reporting: Update partnership records, financial trackers, and prepare summaries for stakeholders.

Evening Wrap-Up: Debrief with teams, evaluate daily performance, and prepare for the next day's activities.

Self-Image Required

The Head Concierge must project a sophisticated, strategic, and service-oriented image that aligns with the organization's commitment to premium resident experiences.

This includes:

Professional Appearance: Maintain an executive-level appearance, adhering to the organization's dress code (e.g., business attire or branded professional wear).

Authoritative Demeanor: Display confidence, approachability, and expertise when interacting with residents, vendors, and teams.

Innovative Presence: Exude forward-thinking energy to inspire innovation in services and partnerships.

Cultural Alignment: Reflect the organization's values of excellence, integrity, and resident-centricity in all decisions and interactions.

Traits

The ideal candidate for the Head Concierge role should exhibit the following traits:

Strategic: Thinks long-term, identifying opportunities for growth in services and partnerships.

Empathetic: Understands resident needs and vendor perspectives, responding with thoughtful solutions.

Organized: Manages complex projects like desk setups, app development, and pricing with meticulous detail.

Proactive: Anticipates market shifts, resident demands, and operational challenges, acting ahead to mitigate them.

Resilient: Navigates high-stakes negotiations, team conflicts, or service disruptions with calm and determination.

Collaborative: Builds strong alliances with technical teams, vendors, and internal stakeholders for seamless execution.

Ethical: Upholds transparency in pricing, partnerships, and financial dealings, prioritizing trust and compliance.