CONCIERGE TEAM LEADER

Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Ensures that all Concierge employees are familiar with the hotel’s products and services, current promotions, policies and other important information
Ensures that all Concierge employees deliver the brand promise and provide exceptional guest service at all times.
Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in- house and arrivals are strictly adhered to.
Carries out any other reasonable duties and responsibilities as assigned.
Attends and contributes to all training sessions and meetings as required.
Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Assists to implement consistent guest recognition programmes and maintains a relevant guest history database.
Reads the hotel&039;s Employee Handbook and have an understanding of and adhere to the hotel&039;s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
Coordinates VIP movements with relevant Departments as advised.
Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information.
Personally and frequently verify that guests are receiving the best possible service during check- in and check- out.
Assists the Concierge Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
Ensures high standards of personal presentation and grooming.
Assists to ensure the punctuality and appearance of all Front Desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
Coordinates all Repair and Maintenance and reports maintenance job orders.
Ensures that Concierge employees provide excellent service to internal customers as appropriate.
Responds to changes in the Rooms function as dictated by the industry, company and hotel.
Submits all guests / employees’ incident reports.
Ensures that guest history records are accurately maintained and all repeat guests are pre- registered.
Reports and records “Lost and Found” items.

Computer proficiency (PMS, MS Office, and relevant hotel systems).
Flexible to work shifts, weekends, and holidays.
Previous experience in Front Office/Concierge operations, ideally in a luxury or 5- star hotel.
Diploma/degree in Hospitality Management or related field preferred.
Proficient in English; knowledge of other languages is a plus.
Strong knowledge of local attractions, restaurants, transport, and cultural highlights.
Ability to handle guest inquiries, complaints, and requests professionally.
Strong problem- solving skills, able to work under pressure and make quick decisions.

Service charges
Exclusive discounts on F&B and Friend & Family rates
Duty meal and provided Uniforms
A Diverse & Inclusive workplace culture where you truly belong
Opportunities for career growth
12 complimentary nights at Hyatt Hotels worldwide

Cập nhật gần nhất lúc: 2025-10-21 22:10:03