OVERVIEW OF POSITION
The Concierge – Cosmo Club serves as the face of the club, providing a premium level of service to all members and guests. This role is responsible for managing guest interactions, handling requests, coordinating internal services, and creating memorable, high- touch experiences. Working closely with the Host Manager and various departments, the Concierge ensures each visit to Cosmo Club reflects exclusivity, comfort, and impeccable attention to detail. The Concierge plays a critical role in upholding Cosmo Club&039;s reputation for luxury service, maintaining discretion, and delivering personalized assistance to VIP guests.
Duties may include but are not limited to:
Proactively anticipate guest needs and ensure all service requests are fulfilled efficiently.
Handle and resolve guest complaints promptly, documenting issues and reporting to the Host Manager when necessary.
Manage guest bookings for club events, entertainment, and dining.
Maintain detailed knowledge of Cosmo Club facilities, events, promotions, and policies
Serve as the first point of contact for Cosmo Club guests, delivering a warm and professional welcome.
Coordinate internal services including F&B, transportation, gaming support, and housekeeping for a seamless member experience.
Coordinate with departments to manage VIP member experiences and ensure exceptional service standards
Ensure cleanliness and organization of the concierge desk area.
Provide personalized assistance and support for guest inquiries, preferences, and special requests.
Maintain updated guest profiles to tailor future experiences.
KEY FUNCTIONS
Member Engagement & Service Delivery:
Foster a high- touch, exclusive atmosphere through service consistency.
Anticipate member needs and follow up to ensure satisfaction and loyalty.
Deliver bespoke experiences for members and guests of Cosmo Club.
Event & Reservation Coordination:
Coordinate special arrangements such as birthday setups, private tours, or preferred seating.
Manage reservations for events, shows, dining, and private bookings.
Internal Communication & Collaboration:
Provide daily updates and shift handover reports for smooth transitions between concierge staff.
Work closely with Host, F&B, Gaming, and Security teams to fulfill guest service requirements.
VIP & Loyalty Management:
Maintain updated profiles of VIP and frequent members to provide tailored services.
Ensure discreet handling of sensitive guest preferences and requests.
Feedback Handling & Documentation:
Log guest interactions and service recovery details in CMS or concierge logs.
Identify recurring service gaps and propose improvements to management.
