Senior Manager

Company Overview

Jio World Centre, located in Mumbai's Bandra Kurla Complex, is an iconic destination for business, commerce, and culture. Envisioned by Nita M. Ambani, it spans 18.5 acres and features a diverse range of offerings, including upscale retail, cultural venues, dining options, serviced apartments, and one of India's largest convention centers. The Centre reflects a blend of international design and Indian culture, establishing itself as a pivotal hub in Mumbai's dynamic business environment.

Job Overview

We are seeking a Senior Manager - Concierge to join our dynamic team at Jio World Plaza in Jio World Centre, Mumbai. This is a full-time, senior-level position requiring 7 to 10 years of experience in luxury hospitality and guest services. The ideal candidate will lead & oversee concierge operations, ensuring a seamless guest experience by managing a team, and leveraging their expertise in guest relations and concierge services.

Job Purpose

The Senior Manager - Concierge is responsible to deliver exceptional guest experience and ensure that all interactions are aligned with the vision, tone and quality standards of the organization. S/he encompasses an array of responsibilities aimed at providing a welcoming and positive experience, personalized assistance and exceeding guest expectations. With a strong focus on attention to detail, impeccable customer service and an understanding of luxury retail brands, the incumbent serves as a key point of contact for the business.

Key Objectives

Concierge Services

Ensure that Jio World Plaza as a brand is presented and promoted in the best manner.

Develop and enhance a comprehensive strategy for concierge operations, aligned with the business vision.

Define and communicate the objectives of the concierge team, driving a culture of excellence and innovation.

Guest Experience Enhancement

Oversee and refine all aspects of the guest journey, from arrival to departure, ensuring every interaction reflects the businesss commitment to luxury and exclusivity.

Ensure the highest level of personalized service as per brand standards and be the go-to liaison for all in-house guest requirements, delivering efficient solutions.

Provide accurate information to guests in a courteous manner.

Serve with an understanding and anticipation of guest requirements and recommend experiences that best meet their expectations.

Implement and monitor guest feedback systems, using data to drive improvements.

Develop and foster relationships to enhance product awareness and drive brand loyalty.

Service Portfolio Expansion

Identify opportunities to expand the range of concierge services offered, including exclusive offerings such as private shopping consultations, VIP event access and customized services.

Collaborate with luxury brands and partners to curate unique, high-end experiences and activations.

Resource Management

Manage the departmental budget and optimize resource allocation to maintain high service standards.

Ensure efficient use of technology, including CRM systems, to enhance guest interactions and streamline operations.

Security and Safety

Oversee security protocols and ensure the highest level of safety and well-being of stakeholders.

Develop and maintain emergency response plans, coordinating with mall security and local authorities.

Market Analysis and Innovation

Stay at the forefront of luxury retail and hospitality trends.

Conduct in-depth market research to identify emerging trends, opportunities and areas for improvement.

Drive innovation within concierge services to maintain a competitive edge.

Executive Reporting

Prepare comprehensive reports for senior management and stakeholders, highlighting key performance indicators, guest satisfaction metrics and strategic recommendations.

Skills & Competencies

 Exhibit exceptional interpersonal skills to interact effectively with diverse clientele.

 Multilingual frequency is a strong advantage, enabling seamless communication with international visitors.

 Showcase efficient problem-solving abilities, addressing guest needs proactively.

 Thrive in a fast-paced, dynamic environment, adapting to changing demands while maintaining high standards.

 Display proficiency in using technology, including reservation systems, communication tools and digital resources.

 Demonstrate flexibility working in varied shifts, including weekends / holidays as per operational requirements of the business.

Qualifications

 Essential: Bachelors degree in hospitality or other related discipline from an accredited university.

 Desirable: Post-Graduate in Management Studies in a related discipline from an accredited university.

Experience

Minimum 8 to 10 years of experience in delivering luxury customer service, ideally in a high-end retail or hospitality organization.

4 to 5 years of experience in a managerial position.