Head of Concierge at Uleval Technology

Summary

• This person would Leadand motivatethe concierge team to provide world-class, personalized service, exceeding guest expectations by anticipating needs and handling unique requests, ensuring seamless operations and consistent delivery of luxury experiences in hotels, resorts, or luxury residential settings.

Key Responsibilities

• Team Leadership & Training: Recruit, train, mentor, and supervise the concierge team, setting performance goals and fostering a culture of excellence and proactive service.
• Guest Services Management: Oversee daily guest interactions, handling complex requests for bookings (dining, events, transport, tickets), information, and special arrangements, acting as the main point of contact for VIPs.
• Problem Resolution: Swiftly and effectively resolve guest complaints and issues, turning challenges into positive experiences.
• Local Expertise: Maintain extensive, up-to-date knowledge of the property, local attractions, restaurants, transportation, and businesses to provide tailored recommendations.
• Operational Oversight: Develop and implement service protocols, manage staff schedules, coordinate with other hotel departments (housekeeping, F&B, security), and manage budgets.
• Guest Feedback: Actively seek guest feedback to improve service quality and identify areas for enhancement.
• Relationship Building: Cultivate strong relationships with local vendors and partners to enhance service offerings.

Qualifications & Skills

• Interested candidates should possess an HND / Bachelor`s / Master`s Degree with 5 - 15 years experience. 
• Experience: Proven background in luxury hospitality or concierge services, with significant leadership experience.
• Leadership: Strong ability to motivate, coach, and manage a diverse team.
• Communication: Exceptional interpersonal, written, and verbal communication skills.
• Problem-Solving: Highly adaptable, resourceful, and calm under pressure.
• Local Knowledge: In-depth understanding of the local area.
• Tech Savvy: Familiarity with concierge software and digital tools.

Work Environment:

• Dynamic, fast-paced, often requiring early starts, late finishes, and weekend work, with potential for high-pressure situations.