Assistant Manager Concierge

Company Description

Fairmont is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Fairmont Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

At the pinnacle of hospitality excellence, the Assistant Manager Concierge oversees a team dedicated to curating unforgettable guest experiences and leaving lasting impressions. This role demands a genuine passion for people and a collaborative approach to enhancing guest stays through proactive and intuitive service. With unparalleled knowledge of Mumbai’s vibrant dining scene, hotel amenities, and local attractions, the Assistant Concierge Manager crafts bespoke itineraries and recommendations that elevate each guest’s visit to extraordinary heights.

Responsibilities

• Lead and inspire the concierge team to deliver unparalleled service and personalized guest interactions.
• Support associates in delivering top-tier customer service across all touchpoints.
• Manage front drive operations and coordinate seamlessly with valet, bellman, and doorman services.
• Optimize staffing levels for peak efficiency and guest satisfaction.
• Maintain impeccable presentation of luggage rooms and hotel assets.
• Engage with guests during peak times, promptly addressing their needs in public areas.
• Review guest feedback with associates to foster continuous improvement.
• Conduct training sessions to refine guest interactions and service excellence.
• Promote hotel amenities and uphold lobby cleanliness and orderliness.
• Develop efficient work schedules aligned with occupancy forecasts.
• Ensure high standards of appearance, punctuality, and performance among team members.
• Supervise the Concierge team to ensure consistent delivery of exceptional service.
• Address guest concerns promptly, collaborating with department heads and management.
• Assist guests with inquiries and arrangements during their stay, balancing operational needs effectively.
• Provide comprehensive information on hotel services and local attractions.