Concierge Supervisor

FILINVEST COMPANY: CRIMSON RESORT AND SPA BORACAY

Position Summary:

The Concierge Supervisor ensures the overall efficiency of the transportation requirements and transactions at the concierge and the services provided.

Scope and Responsibilities:

• Develops and implements strategies to achieve employee satisfaction index goals.
• Analyzes customer feedback on quality and efficiency of the Concierge section.
• Post Concierge staff in strategic areas at the lobby to ensure effective and efficient handling of bags and luggage of incoming guests.
• Closely coordinates with service associates from the Front Desk in organizing luggage delivery to the guestrooms for new arrivals. 
• Coordinates with Tour  Coordinators in identifying luggage tags of guests in groups. 
• Ensures effective handling of guest luggage during check-out by directing concierge staff to appropriate guestrooms as soon as informed of request.
• For check-out groups, directs Concierge staff to the floors, with the floor lost to collect the luggage. 
• Organizes "bags down" time by obtaining rooming list of groups from tour leader, and deciding what time to bring down luggage. 
• Ensures all concierge team members have up-to-date information about the function and activities in the resort so as to be able to provide accurate information to guests.
• Takes down reservations details for the outlets and sports facilities when needed, and immediately coordinates with appropriate areas. 
• Facilitates tours and showrooms, as requested and coordinated with relevant departments.

Qualifications

• With at least 2 years similar experience gained from a 5-star hotel/resort.
• Proven experience as Concierge
• Organizational leadership and strong interpersonal skills
• Effective complaints handling skills
• Effective training skills