Concierge Supervisor

Job Summary

The Concierge Supervisor is responsible for overseeing the daily operations of the concierge department, supervising staff, and ensuring guests receive excellent, personalized service. The role includes coordinating guest requests, arranging transportation and reservations, handling guest complaints, processing cash payments and credit card transactions, and ensuring all services meet the hotel's standards of professionalism and hospitality.

Duties and Responsibilities

• Supervise, train, and motivate concierge staff to deliver exceptional guest service.

• Welcome guests and assist with inquiries, special requests, and general information.

• Coordinate transportation, airport transfers, restaurant reservations, tours, excursions, and other guest arrangements.

• Provide accurate information about hotel facilities, local attractions, restaurants, shopping areas, and entertainment.

• Handle guest complaints and concerns professionally, ensuring timely resolution and follow-up.

• Monitor daily operations to ensure the concierge desk is organized, efficient, and properly staffed.

• Communicate and coordinate with Front Office, Housekeeping, Security, Bell Services, and other departments to meet guest needs.

• Assist VIP guests and arrange special services to enhance their experience.

• Process cash payments and credit card transactions accurately and securely for concierge services.

• Issue receipts, verify payment amounts, and ensure all transactions are properly recorded and accounted for.

• Maintain accurate cash records, reconcile daily transactions, and report any discrepancies to management.

• Follow hotel procedures for handling cash, processing card payments, and protecting guests' financial information.

• Maintain accurate records of guest requests, complaints, payments, and services provided.

• Ensure staff adhere to hotel policies, grooming standards, and service procedures.

• Prepare shift reports and communicate important information during handovers.

• Monitor guest feedback and recommend improvements to service quality.

• Maintain good relationships with local businesses and service providers to ensure reliable recommendations and arrangements.

• Ensure guest privacy, safety, and confidentiality are maintained at all times.

• Minimum of 3 years of experience in concierge services, front office operations, or guest relations.

• Secondary school education, CXC, or hospitality training would be an asset.

• Supervisory or team leadership experience is preferred.

• Experience handling cash payments, credit card transactions, and basic financial reconciliation.

• Excellent communication, customer service, and interpersonal skills.

• Strong organizational, leadership, and problem-solving abilities.

• Knowledge of local attractions, transportation, restaurants, and tourism services.

• Ability to work under pressure, multitask, and handle difficult situations professionally.

• High level of honesty, accuracy, and attention to detail when handling payments.

• Flexibility to work shifts, weekends, and public holidays when required.

• Supervise concierge associates and daily guest service operations.

• Resolve guest issues and concerns while coordinating with the Front Office and other departments.

• Welcome guests and respond to enquiries about special requests.

• Arrange transport, tours, reservations, and local activities.

• Provide accurate hotel and local area information.

• Train team members and maintain service standards.

• Assist VIP guests and arrange special services to enhance their experience.

• Process cash payments and credit card transactions accurately and securely for concierge services.

• Maintain accurate cash records, reconcile daily transactions, and report any discrepancies to management.

• Ensure guest privacy, safety, and confidentiality are maintained at all times.