Lead Concierge

7 months ago

Mumbai, India Four Seasons Hotels and Resorts Full time

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Responsibilities

Operating from the Residential Lobby, the Residential Concierge responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries; offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies.

Tasks

Handles all resident interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; resolves resident complaints; assists residents in all inquiries in connection with residence/hotel/resort services, hours of operations, key residence/hotel personnel, in-house events, directions, etc. Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence practices. Processes packages, faxes, messages, and mail that may be either outgoing or incoming in an accurate and timely manner; stores and retrieves resident packages, groceries, luggage, dry cleaning and flowers. Assists retrieval of resident’s vehicles by coordinating with valet if requested. Manages and provides access to the building(s) and units with all vendor/contractor/homeowners’ service providers and visitors, after previous authorization received, assists with vendor/contractor scheduling, verifies identity and provides appropriate residence access for vendor/contractors and homeowners’ service providers. Controls entry doors and elevator/lift access. Displays warmth, care and genuine enthusiasm when dealing with residents; lives the Golden Rule. Maintains security and restricts access to non-authorized individuals. Ensures that collateral and information for vendors, restaurants, museums, attractions, maps, and other local attractions are updated and current. Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas in order to provide information, transportation, ticketing, and reservations for residents. Has a thorough understanding of and actively uses available resources, including databases and personal contacts; Provides individual assistance and accurate information in an effective and timely manner; offers a special touch when an opportunity is presented. Updates homeowner profiles with any relevant information. Utilizes a variety of software programs to accurately input special arrangements (i.e. Engineering and Housekeeping requests) the resident has made and ensures accurate billing. Coordinates the booking of the elevators/lifts for move-in or move-out. Complies with all Four Seasons’ guidelines, policies and procedures. Works harmoniously and professionally with co-workers and supervisors.

Additional Responsibilities

In collaboration with management, cohesively steers the short and long term strategy in the implementation of the Cultural and Lifestyle program. Produce, develop and execute multiple series of events in partnership with leading cultural institutions as well as leaders in the field of luxury, tourism, hospitality and prestigious local academic institutions. Run turn-key and quarterly white-glove events and all daily operations. Oversee the events’development processes, from initial proposal phase to onsite (and off-site) implementation. Be creative while 100% fitting the Four Seasons culture, priority, and strategy Develop programming of events: Select the speakers, talents and organizations; contactthem, send invites, confirm etc. Create and update event programs and technical run /timeline of each event. Follow-up post events.

• Continuously create collaborations and strategic partnerships.

Be the liaison between the institutions, talents and the tower management. Transmit relevant trends and news in the world of arts & culture and local culture through internal communications. Act as a local Ambassador. Promote the Four Seasons lifestyle and residences in the long run through invaluable real-life connections using unique portfolio of partners and contacts. Assists Guest Service Agents with responsibilities and duties in their absence or due to heavy volume periods. Works closely with hotel/resort night shift to ensure the general security of the building. Ensures that the Residential Lobby is in optimal condition of cleanliness and tidiness at all times. Perform other tasks or projects as assigned by the Residence Services Manager or Director of Residences. Assists residents in common areas during events/meetings with F&B orders and other requirements.

Skills And Competencies

Fluent in English, reading and writing Computer proficiency – (Excel, MS Word etc…) Possesses finesse and personal flair; knowledge in a relevant foreign language is preferred Possesses aptitude and upward mobility

Education

Bachelors in Hospitality/Graduate from a reputed university

Experience

Significant experience working with high profile institutions, non-profit organizations aswell as luxury brands and hospitality businesses.

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