Chief Concierge

4 weeks ago

Mumbai, India FAIRMONT Full time
Job Description

Fairmont Mumbai is seeking a dynamic and experienced Chief Concierge to join our pre-opening team. As Chief Concierge, you will play a pivotal role in creating unparalleled guest experiences by leading our Concierge team in providing 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 guest's 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 the 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 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 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.


Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.

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