S+ Short Term Rental Concierge Manager Needed

Overview:
We are seeking a dedicated Concierge Team Leader to oversee and coordinate the activities of our concierge team, ensuring exceptional service for guests staying in our short-term rental properties. This role is crucial for maintaining seamless guest interactions and relieving leadership from daily operational concerns. The ideal candidate will possess a problem-solving attitude, the ability to make independent decisions, and a commitment to excellence in guest services.

Key Responsibilities:

Leadership and Supervision:

Lead, mentor, and supervise a team of concierge staff, ensuring they are well-trained, motivated, and equipped to provide outstanding guest services.
Constantly monitor guest messaging to ensure leadership does not need to worry about it, and take full responsibility for that side of the business.
Guest Services:

Ensure the concierge team provides comprehensive, courteous, and professional guest services, including but not limited to reservations, recommendations, event bookings, transportation arrangements, and other guest inquiries.
Take full ownership of guest interactions, ensuring that all queries and concerns are addressed promptly without requiring input from leadership.
Quality Control:

Monitor the quality of services provided, ensuring consistency and excellence, and take corrective actions when necessary.
Training and Development:

Conduct regular training sessions for the concierge team to keep them updated on local attractions, events, restaurants, and services, as well as any updates in company policies and procedures.
Communication:

Facilitate effective communication within the team and with other departments to ensure a coordinated approach to guest services.
Problem Resolution:

Address guest complaints in a timely and satisfactory manner, escalating issues to management only when necessary.
Develop and implement strategies for quick resolution of issues to enhance guest satisfaction.
Record Keeping:

Maintain accurate and up-to-date records of guest interactions, services provided, and feedback received.
Performance Management:

Conduct performance evaluations, provide constructive feedback, and identify areas for development within the team.
Scheduling:

Manage the concierge team’s work schedule to ensure adequate coverage during peak times.
Continuous Improvement:

Actively seek ways to improve the efficiency and effectiveness of the concierge services provided.
Proactively identify and implement process improvements to enhance the guest experience.
Decision-Making:

Make independent decisions and solve problems without relying on a response from leadership.
Empower team members to take initiative and make decisions that improve guest satisfaction and operational efficiency.

Qualifications:

Proven experience in a supervisory role within hospitality or a related field.
Perfect English and excellent customer service skills.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle stressful situations calmly and effectively.
Strong problem-solving skills and a proactive attitude.
Attention to detail and commitment to delivering high-quality service.