Concierge Manager

The Concierge Manager will act as the head concierge for our high-profile and VIP guests, providing them with a personalized and luxurious experience. This individual will be responsible for developing lasting relationships with VIP guests, managing a dedicated loyalty program, and enhancing the overall customer experience at Palm House Hotel. The ideal candidate will have a keen eye for detail, excellent communication skills, and a passion for exceeding expectations.

-

Key Responsibilities:

VIP Guest Management:

• Develop and maintain strong relationships with high-profile guests and VIP clients.
• Anticipate and fulfill the unique needs, preferences, and expectations of VIP guests, ensuring an exceptional and memorable experience.
• Coordinate personalized services, room preferences, special requests, and exclusive access to hotel amenities, events, and facilities.
• Monitor VIP guest satisfaction and continually strive to exceed expectations with each visit.

Loyalty Program Development:

• Design, implement, and manage the hotel’s VIP and loyalty program to attract, engage, and retain high-value guests.
• Analyze membership data to identify trends, preferences, and opportunities for enhancing the loyalty program experience.
• Develop and execute targeted marketing campaigns, promotions, and offers to engage members and enhance their experience with the hotel.

Customer Experience Enhancement:

• Collaborate with various hotel departments (e.g., Front Desk, Concierge, Marketing, Sales, and Housekeeping) to ensure seamless and coordinated service delivery for VIP guests and loyalty members.
• Resolve any concerns, issues, or feedback from VIP guests promptly and professionally, ensuring a swift resolution that exceeds expectations.
• Implement continuous improvements to enhance the guest experience, ensuring that each VIP guest enjoys a personalized and tailored stay.

-

Requirements:

• Proven experience in hospitality, concierge, or guest services, with at least 3-5 years of experience in a similar role, particularly with VIP guests.
• Strong communication and interpersonal skills with the ability to build rapport and trust with high-profile guests.
• Demonstrated experience in loyalty program management, customer relations, and guest experience enhancement.
• Excellent organizational and problem-solving skills with the ability to anticipate and respond to guest needs.
• Ability to work under pressure, manage multiple priorities, and deliver results in a fast-paced environment.
• A passion for luxury service and hospitality with a strong attention to detail.
• Discretion and professionalism in handling confidential guest information.
• Fluent in English (additional languages are a plus).

-

Physical Requirements:

• Ability to stand and walk for extended periods, especially during peak times or special events.
• Must be able to lift up to 25 pounds occasionally, including handling guest luggage or assisting with VIP services.
• Ability to navigate the hotel premises, including stairs, elevators, and hallways, in a timely manner.
• Flexibility to work in varying shifts, including evenings, weekends, and holidays as needed.
• Ability to maintain a professional appearance and demeanor at all times, adhering to the hotel’s grooming standards.