Job Summary:
We are seeking a dynamic Concierge Manager to lead the concierge operations at our luxury hotel. The role focuses on ensuring exceptional guest experiences, efficient luggage services, and maintaining Jumeirah standards for quality and service. The Concierge Manager will manage the daily operations and team performance to ensure maximum guest satisfaction.

Responsibilities:

• Provide warm, friendly, and professional service to all guests, using their names where appropriate.
• Supervise concierge operations, ensuring efficient luggage handling, valet services, and bell team management.
• Handle guest inquiries and requests promptly and professionally, providing accurate information on hotel facilities, local attractions, and events.
• Ensure that guest complaints are attended to promptly and resolved according to Jumeirah standards.
• Keep all hotel and local area information, including restaurant and event recommendations, up to date.
• Prepare weekly duty rosters, manage attendance sheets, and maintain accurate records for luggage storage and vehicle movements.
• Conduct regular reviews and updates of standard operating procedures (SOPs), ensuring staff adherence.
• Train staff to maintain Jumeirah's high standards, ensuring all team members receive a minimum of 6 hours of training per month.
• Maintain a professional, clean, and organized work environment for the concierge team.
• Communicate changes to procedures and ensure staff understanding and compliance.
• Lead a team of 20+ staff members, providing guidance, feedback, and ongoing support to foster team development.
• Ensure proper documentation control for departmental forms and records as per Jumeirah standards.

Requirements:

• Minimum 2 years of experience as a Concierge Manager or Guest Services Manager in a 5-star luxury hotel with over 400 rooms.
• Strong experience in managing bell teams, doormen, valet services, and concierge operations.
• Proven track record of leading a team of 20 or more employees, with excellent leadership and organizational skills.
• Knowledgeable about local attractions, restaurants, and events to provide personalized guest recommendations.
• Ability to handle guest complaints and resolve issues with professionalism and efficiency.

Level of Education:

• Degree in Hospitality Management, Business, or a related field from a recognized hotel or business school.

Work Hours:

• Full-time position with flexibility for shifts, including weekends, evenings, and holidays.

Experience in Months:

• Minimum of 24 months in a similar role within a luxury hotel environment.