Have extensive knowledge about activities at the resort and Ha Long Bay to provide personalized recommendations; ensure the team stays updated and shares accurate information.
Maintain positive communication with colleagues through calm body language and tone.
Maintain professional, transparent partnerships with third- party vendors; regularly review service quality to meet InterContinental standards.
Take ownership of any issues related to Concierge operations; proactively prevent recurrence and investigate negative feedback or low scores.
Look for opportunities to positively surprise guests with thoughtful gestures at the right moments.
Master and train suggestive selling and upselling techniques within the team.
Ensure all guest phone calls and emails are responded to within "three rings" and 12/24 hours standards.
Oversee daily operations, ensuring colleagues understand and fulfill their responsibilities.
Perform other duties as assigned by management.
Assist the Assistant Chief Concierge in reviewing and updating SOPs when needed.
Assign transport schedules, work with Front Office colleagues to maximize transportation sales, and ensure smooth pickup/drop- off services.
Handle Lost & Found items honestly and ensure team adherence to procedures.
Supervise prompt and professional handling of guest mail, messages, parcels, and deliveries according to resort procedures.
Solve guest problems immediately, take service recovery actions, follow up, and escalate major issues promptly to managers.
Collaborate closely with operational departments and step in during peak times to maintain smooth service.
Ensure colleagues work reasonable shifts and have proper break times without unnecessary overtime.
Ensure guest privacy is respected, and handle personal information confidentially following resort policies and Vietnam law.
As a Concierge Supervisor, you create a welcoming atmosphere where all Concierge colleagues deliver high- quality service.
Protect resort property and treat Concierge assets responsibly.
Work with Finance to process third- party and supplier billings and payments accurately and on time.
Plan, conduct, and document all training sessions in line with InterContinental brand standards.
Conduct regular check- in conversations and annual performance reviews; recognize achievements, provide feedback, and support career growth.
Achieve financial and non- financial KPIs such as transportation revenue, IHG One Rewards recognition, and guest satisfaction scores; set clear targets and track team progress.
Pay attention to small details, ensuring a clean workspace, polished service, and professional appearance of the team.
In the absence of the Assistant Chief Concierge, lead daily shift briefings, deliver operational updates, and communicate VIP arrangements.
Act as the main contact in charge during the manager’s absence and submit daily reports post- shift.
Lead by example, strictly following InterContinental, resort, and local policies; ensure all procedures and standards are respected.
