Be you
the concierge assistant manager supervise and support the daily operation of the concierge team, ensuring proper organization, coverage, and adherence to departmental standards. Report to and work directly with the guest experience manager. Responsible for ensuring the team provides timely and effective follow-up on guest requests, evaluating that responses and recommendations are personalized, consistent, and aligned with guest needs, with the objective of maximizing guest satisfaction and ensuring strict compliance with four seasons policies and standards.
skills and abilities
* bachelor's degree in tourism or related field
* previous experience as a concierge and at a supervisory or assistant manager level with staff in charge
* ability to read, write, and speak english
* schedule flexibility
master your cratf
* follow up on team training and schedules
* conduct monthly benchmark standard testing audits
* supervise daily staff performance
* train staff to achieve basic standards and service culture
* discipline staff as necessary
* organize the day-to-day concierge operation, ensuring coverage both in the office and at the guest-facing desk
* ensure that guests without an itinerary are welcomed by a concierge
* handle all guest interactions with the highest level of hospitality and professionalism, addressing special requests whenever possible; resolve guest complaints; assist guests with all inquiries related to hotel services, operating hours, key hotel personnel, internal events, directions, etc.
* ensure the concierge team responds to all guest requests accurately and promptly, making recommendations based on local knowledge and hotel practices
* ensure concierge staff stay updated on activities available at the hotel and in the destination, and maintain close relationships with providers and recommended restaurants
* guarantee that information shared with guests (activity brochures, restaurant lists, points of interest, etc.) is kept up to date
* ensure that recommended providers and restaurants comply with applicable regulations and quality standards through audits
* work closely with reception, reservations, doormen, bell staff, and valet parking to ensure smooth handling of guest arrivals and departures
* review arrivals three days in advance in detail; if guests lack information, instruct the assigned concierge to make contact
* review next-day arrivals, ensuring follow-up was conducted during the three days after the initial review; if a guest has not responded, make a final courtesy call
* assign guests to each concierge by arrival date to ensure proactive follow-up on requests
* review last-minute arrivals with grs (those booked less than 15 days in advance) and assign a concierge
* attend operational meetings
what to expect
* be part of a caring team with a family spirit
* have opportunities to build a successful career with global potential
* work in a diverse and challenging environment and engage with the leadership team
* be recognized for your accomplishments
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