Concierge Department Manager

2 weeks ago


Boston, Massachusetts, United States The Langham, Boston Full time
Job Summary

The Langham, Boston is seeking a highly skilled and experienced Concierge Department Supervisor to oversee the daily operations of the Concierge team. As a key member of our Rooms Division, you will be responsible for delivering exceptional service to our guests, ensuring memorable stays and building guest loyalty.

Key Responsibilities
  • Guest Service Delivery: Anticipate and meet the needs of our guests, maintaining the highest standards of service and adhering to Forbes, Langham Brand, and departmental standards.
  • Team Leadership: Supervise, train, and coach Concierge colleagues to ensure consistent delivery of exceptional service.
  • Communication and Record-Keeping: Communicate and record guest information to enhance the guest experience and increase guest loyalty.
  • Collaboration and Problem-Solving: Collaborate with Guest Relations, Langham Club, Front Desk, Housekeeping, and other departments to resolve guest issues and ensure a positive outcome.
  • Operational Efficiency: Work closely with Rooms Division leaders and other departments to achieve long-term goals and objectives.
  • Performance Management: Ensure that all Concierge colleagues complete their daily job responsibilities and maintain a high level of professionalism and service excellence.
  • Scheduling and Planning: Prepare weekly schedules based on business levels and anticipated events.
  • Event Preparation: Review daily events, note group and VIP arrivals, and familiarize departmental colleagues at the start of each shift.
  • Performance Appraisals and Meetings: Conduct performance appraisals for Concierge colleagues and facilitate monthly department meetings.
  • Guest Requests and Package Handling: Respond to guest requests promptly and ensure outstanding service, including accurate directions, recommendations, and reservations.
  • Inventory Management: Record and manage all package handling, guest requests, and related situations in appropriate systems.
  • Additional Responsibilities: Perform all duties of the Concierge staff and attend required meetings.
  • Department Maintenance: Maintain inventory of department supplies and ensure a high level of organization and efficiency.
Requirements
  • Leadership and Motivation: Proven supervisory skills with the ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies.
  • Local Knowledge: Excellent knowledge of Boston and its attractions.
  • Adaptability and Time Management: Ability to work in a fast-paced environment with frequent interruptions and maintain a calm and attentive demeanor.
  • Digital Literacy: Digital dexterity and proficiency in using computer systems, including Shiji, ALICE, and Hotsos.
  • Previous Experience: Previous experience in a five-star hotel environment is a plus, as is CPR Certification.

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