Job Description
Responsibilities:
* Lead the Concierge team, including recruitment, training, and performance management
* Ensure exceptional service standards, maintaining a GAP analysis score of no less than 90%
* Oversee departmental rosters, ensuring adequate staffing and effective communication with Night Manager
* Manage guest services, including prompt handling of messages, parcels, and courier services
* Maintain comprehensive knowledge of hotel facilities, local area, and VIP guests
* Coordinate with Reception/Front Office and Airport Services for seamless VIP arrivals and departures
* Oversee maintenance of Concierge equipment and purchasing requirements
* Conduct regular departmental meetings and maintain cooperative relations with other departments
* Ensure compliance with Health and Safety legislation and attend relevant training courses
* Maintain cleanliness and presentation of the Concierge desk, Hotel entrance, and Lobby
* Develop and implement innovative guest service initiatives to enhance the overall guest experience
* Manage and resolve complex guest inquiries, requests, and complaints in a timely and professional manner
* Establish and maintain relationships with local businesses, attractions, and service providers to secure preferential rates and exclusive experiences for guests
* Prepare and analyse monthly reports on guest satisfaction, team performance, and departmental efficiency
* Collaborate with the Marketing team to promote concierge services and create bespoke guest experiences
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Qualifications
* Minimum 3 years of Concierge management experience in a luxury or high-volume environment.
* A recognized Diploma or Certification in Hospitality or Spa Management is highly preferred.
* Proven ability to coach team members and deliver strong results in guest satisfaction, colleague engagement, and profitability.
* Excellent reading, writing and oral proficiency in English language
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 20% off food and beverage in on-site restaurants
* Colleague restaurant
* Being part of The Mere Team – our culture is unique!
* You will benefit from training and development opportunities
* Competitive salary and benefits including pension
* 28 days of holiday including public holidays
* 1-5 days service award based on length of service
* Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
* And last but not least you will get to work with a team of EXTRAORDINARY people