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Concierge Department Manager

2 months ago

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

We are seeking a highly skilled Concierge Supervisor to join our team at The Langham, Boston. As a key member of our Concierge Department, you will be responsible for providing exceptional service to our guests, ensuring memorable stays, and delivering all Forbes and departmental standards.

Key Responsibilities
  • Guest Service Excellence: Anticipate guests' needs, maintain high standards, and ensure a positive outcome for any guest issues.
  • Team Leadership: Supervise, train, and coach Concierge colleagues, ensuring consistent practice of all standards.
  • Communication: Record guest information in a timely manner to enhance guest experience and increase guest loyalty.
  • Collaboration: Work closely with Guest Relations, Langham Club, Front Desk, Housekeeping, and other departments to achieve long-term goals.
  • Scheduling: Prepare weekly schedules based on business levels, anticipated events, etc.
  • Performance Management: Conduct performance appraisals for Concierge colleagues and facilitate monthly department meetings.
  • Guest Requests: Respond to guest requests promptly, ensure outstanding service, and post all applicable charges in a timely manner.
  • Package Handling: Record and manage all package handling, guest requests, and related situations in appropriate systems.
Requirements
  • Proven Supervisory Skills: Lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies.
  • Knowledge of Boston: Excellent knowledge of Boston and its surroundings.
  • Digital Dexterity: Capable of using a computer keyboard and proficient in required systems.
  • Physical Demands: Able to stand for up to 8 hours per shift, lift/carry up to 75 pounds, and perform other physical demands of the role.
Education & Experience
  • Previous Experience: Previous experience in a five-star hotel environment is a plus.
  • CPR Certification: CPR Certification is a plus.