Head of Concierge at Uleval Technology

Position Summary

This position offers a great opportunity for career growth. Lead and motivate the concierge team to provide world-class, personalized service, exceeding guest expectations by anticipating needs and handling unique requests. Ensure 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

Required Qualifications

• HND, Bachelor's degree, or Master's degree
• 5–15 years of proven experience in luxury hospitality or concierge services
• Significant leadership experience managing teams

Required Skills

• 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