Job Description
The Chief Concierge oversees the Concierge team, ensuring exceptional, personalized service and seamless handling of all guest requests. This role leads daily operations, curates bespoke guest experiences, and maintains strong relationships with guests and local partners. The Chief Concierge ensures service excellence in line with luxury brand standards, Forbes Travel Guide requirements, and Les Clefs d’Or standards, while driving guest satisfaction, loyalty, and overall experience. Lead and oversee all Concierge operations, ensuring exceptional and personalized guest service. Manage, train, and develop the Concierge team to maintain luxury service standards. Meet and greet VIP, long-stay, and high-profile guests, ensuring a warm and personalized arrival experience. Handle VIP and special requests with professionalism and discretion. Curate and coordinate bespoke guest experiences, including dining, transport, and events. Coordinate with third-party vendors to ensure seamless service delivery. Maintain strong relationships with external partners and service providers. Ensure proper handling, storage, and delivery of guest parcels, messages. Ensure the team is well-informed on local attractions, trends, and experiences. Ensure compliance with safety, security, and emergency procedures within the concierge area. Monitor guest feedback and service quality, implementing improvements where needed. Ensure cleanliness, organization, and presentation of the hotel driveway and arrival experience. Manage staffing, scheduling, and departmental performance. Collaborate closely with Front Office and other departments for seamless operations. Ensure compliance with brand standards, policies, and procedures. Assists in making sure that Team Members’ Hub area and other facilities are maintained to high standards of operation. Ensures that the Brand Service Standards is fully implemented and adhered to. A Chief Concierge serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviour’s, skills, and values that follow. At least 3 years in a supervisory level position in Concierge operation. Fluent in English to meet business needs. Good character and ethics. Strictly obey the relevant laws and regulations, internal policies and implementations. Strong sense of principle, professional management ability, a good team player, excellent interpersonal skills, sense of decency, honest and reliable. Have a strong sense of responsibility and learning ability. Hotel management experience preferred, but not required. Member of the Golden Key Association preferred. Guest and Team Member Experience. Ensures a strong professional relationship with all levels of Team Members within the hotel, taking an active interest in their welfare, safety and development. Respectful of the time of the organization as well as that of other Team Members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work. Encourages Team Members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation. Communication . Ensures that the confidentiality of all Team Member information and benefits packages must be strongly adhered to. Operational.
