Chief Concierge/ Quản lý Hỗ trợ Khách hàng

JOB SUMMARY
Responsible for supporting all aspects of Concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.
CORE WORK ACTIVITIES
Maintaining Concierge Goals
• Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
• Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
• Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Provides check- in and check- out services and handles reservations when needed.
• Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
• Coordinates day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Maintains awareness of daily operations and events at the hotel.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Responds to emergency situations using appropriate procedures.
• Maintains knowledge of daily house- count, arrivals/departures, VIPs, scheduled in- house group names, background, activities, locations, and times as well as special requests/arrangements
• Serving as a role model to demonstrate appropriate behaviors.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Maintains awareness of cultural differences needed to meet guest&039;s specific needs and requirements.
Ensuring Exceptional Customer Service
• Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.
• Responds to and handles guest problems and complaints.
• Supports employees understanding of customer service expectations and parameters.
• Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.
Additional Responsibilities
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.
• Informs and/or updates the executives and the peers on relevant information in a timely manner.
• Provides information to supervisors and co- workers by telephone, in written form, e- mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.

Bachelor&039;s Degree or higher from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
2 years experience as the same role in 5- star international hotel chain.

5 days off per week | 1.5 ngày nghỉ mỗi tuần
Full salary & insurance contribution during probation (following labor law) | Được hưởng nguyên lương & tham gia bảo hiểm trong suốt thời gian thử việc (theo luật lao động)
Accommodation is provided for non- local associates | Hỗ trợ nhà ở cho nhân viên ở xa
Opportunity to grow career at the most luxurious 5- star hotel group in the world | Cơ hội phát triển nghề nghiệp tại tập đoàn khách sạn lớn nhất thế giới
Training and learning in Marriott International | Học hỏi và đào tạo chuyên môn tại Tập đoàn Marriott International
Uniforms and duty meals are provided | Được cung cấp đồng phục & bữa ăn ca

Cập nhật gần nhất lúc: 2026-07-06 15:20:03