Job Description: The concierge supervisor is responsible for supervising a team of porters and doormen. You will support your staff while they assist guests during their stay.
Your day-to-day duties may involve:
- advising guests about local activities
- coordinating shift rosters
- arranging transport for guests
- parking vehicles for the guests
The concierge supervisor’s time is mostly spent supervising their team with daily tasks. You will meet and greet guests as they arrive. During the guests stay you will arrange their transport, deliver wake-up calls, and look after room keys. They are likely to ask you for directions, restaurant reservations, as well as tickets for concerts, operas, or sporting events. Often guests entrust you with valuable items and confidential information, so it is a job where discretion is valued.
As the concierge supervisor, you are responsible for managing your team, this includes coordinating shift rosters and leading team briefings. During your team briefings, you will alert your team about guests with special requirements and inform them of health and safety regulations.
The concierge supervisor is a crucial member of staff in emergency situations, as you will ensure that help is called promptly, and guests are evacuated safely. As you are based on the front desk you’ll stay alert to security threats.
Skills:
- Assist in handling mail
- Collect and deliver items for customers and staff
- Deal with the arrival of customers
- Develop productive working relationships with colleagues
- Give customers a positive impression of yourself and your organization
- Handle mail and book external services
- Improve the customer relationship
- Lead a team to improve customer service
- Maintain the health, hygiene, safety, and security of the working environment
- Manage the receipt, storage, or dispatch of goods
- Produce documents in a business environment
- Promote additional services or products to customers
- Provide learning opportunities for colleagues
- Provide tourism information services to customers
- Receive, move, and store customer and organization property
- Resolve customer service problems
- Service public areas at front of house
- Supervise portering and concierge services
- Understand how to communicate in a business environment
Available Training and Certifications
- Hospitality Workplace Safety Training
- Certified Hospitality Supervisor (CHS®)
- Certified Guest Service Professional (CGSP®)
- Certified Front Desk Representative
- Certified Hotel Concierge (CHC)
