Concierge Manager

• Lead and manage the team of concierge and bellman, including hiring, training, coaching and performance evaluations.
• Develop and implement concierge and bellman procedures, guidelines, and best practices to ensure consistent service delivery across the resort.
• Foster a positive work environment and promote teamwork and professional development within the team.
• Provide personalized guest services, including handling special requests, reservations, and recommendations around the island.
• Address and resolve guest complaints and issues promptly and professionally.
• Ensure that all guest interactions meet or exceed the resort's service standards and contribute to memorable experiences.
• Establish and maintain quality standards for concierge and bellman services, ensuring consistency and adherence to brand expectations.
• Conduct regular audits and reviews of service delivery to identify areas for improvement.
• Implement corrective actions based on guest feedback and performance evaluations.
• Manage and coordinate a range of guest services, including transportation, dining reservations, entertainment, local island attractions and special requests.
• Develop and maintain relationships with local vendors, attractions, and service providers to enhance guest experiences.
• Oversee the execution of special events and VIP services, ensuring high levels of guest satisfaction.
• Meet and greet VIP guests, ensuring their needs are met and expectations exceeded.
• Work with Front Office Manager and Assistant Front Office Manager on the pre-arrival and post-departure communications to guests, addressing any feedback promptly.
• Stay visible and interact with guests regularly to gather feedback and address concerns.
• Prepare and present regular reports on concierge and bellman performance, guest satisfaction, and operational efficiency to the Management.
• Communicate effectively with other departments to ensure a cohesive approach to guest service and satisfaction.
• Conduct orientation and training for new concierge and bellman, focusing on service standards and best practices.
• Identify training needs and collaborate with the People & Culture team to enhance skills and knowledge within the section.
• Any other duties and responsibilities that may be assigned from time to time by the Management and superior.

• Secondary school education and above.
• At least 3 years in a supervisory level position in Concierge operation.
• Fluent in English to meet business needs.
• Exceptional customer service skills,problem-solving abilities,and strong organization skills.
• Excellent leadership and team management skills.
• Strong sense of principle, a good team player, excellent interpersonal skills, sense of decency, honest and reliable.
• Have a strong sense of responsibility and learning ability.
• Professional certifications such as conciergerie or similar can be beneficial, however is not compulsory.

Pan Pacific Hotels Group