The Concierge Supervisor plays a pivotal role in supporting the Head Concierge by overseeing the daily operations of the concierge team and ensuring the consistent delivery of exceptional guest service. This role bridges leadership and hands-on service, guiding the concierge team to uphold luxury standards, coordinate transport and porter services, and enhance the overall guest experience. The Concierge Supervisor will act as a role model, mentor, and operational lead, ensuring smooth communication across departments and a proactive approach to guest satisfaction.
Team
* Lead by example with professionalism, reliability, and a positive attitude.
* Delegate tasks effectively, support team development, and address performance issues constructively.
* Foster teamwork, share best practices, and take responsibility for team outcomes.
Guest
* Promote a welcoming, helpful, and professional image at all times.
* Anticipate guest needs, resolve issues with care, and uphold 5-star service standards.
* Encourage consistency and excellence in service delivery across the team.
Environment
* Maintain a safe, clean, and respectful workplace, supporting sustainability goals.
* Ensure compliance with health, safety, and operational standards, coaching others to do the same.
* Use resources wisely, complete tasks efficiently, and drive continuous improvement.
You'll also be expected to deliver on the following:
Guest Experience & Service Delivery
* Act as a visible and approachable point of contact for guests, ensuring a warm welcome and personalized service.
* Handle guest inquiries, complaints, and special requests with professionalism and discretion.
* Support the delivery of Cameron Signature experiences and promote resort offerings.
* Ensure VIP guests receive tailored services and attention to detail.
Transport & Porter Coordination
* Oversee transport arrangements including airport transfers, private car bookings, and local travel.
* Liaise with trusted transport providers to ensure reliability and high standards.
* Supervise porter services, ensuring timely and secure handling of guest luggage and belongings.
Operational Excellence
* Maintain a well-organized and fully stocked concierge desk.
* Ensure all equipment and tools are in good working order and available for team use.
* Collaborate with departments such as Front Desk and Housekeeping to ensure seamless operations.
Administrative & Reporting
* Assist in maintaining concierge logs and tracking guest feedback.
* Support the Head Concierge in preparing reports and identifying service improvement opportunities.
* Ensure compliance with health and safety, licensing, and other relevant policies.