Concierge Experience Manager

The Concierge Experience Manager will be responsible for leading and managing the concierge team, ensuring exceptional guest service, and creating memorable experiences while maintaining a high level of professionalism and efficiency. The Concierge Experience Manager is also responsible for overseeing the Gift Shop as it relates to product inventory, purchasing, and negotiating with various vendors.

ESSENTIAL DUTIES 

(Team Leadership and Operations)

Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area, and other general product knowledge and answer guest questions and inquiries.

Oversee and coordinate the daily operations of the Concierge Department to ensure that all guest requests are handled efficiently and to the highest standards.

Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.

Support the Concierge Agent on staying focused on guest satisfaction while meeting financial and operational targets.

Establish and sustain strong relationships with local businesses, restaurants and attractions to enhance guest experiences.

Develop and maintain an up-to-date database of recommended services, venues and experiences for guests.

Provide personalized recommendations and arrange services for guests, including transportation, dining reservations, tickets and other special requests.

Ensure VIP and repeat guests receive tailored services and personalized attention.

Maintain full awareness of hotel facilities, services and room categories to effectively assist guests.

Handle guest complaints, feedback, special requests ensuring swift resolution and guest satisfaction.

Communicate guest needs and requests to pertinent departments.

• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure that all Concierge Agents are attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Ensure Concierge Department office supplies are adequately stocked at all times.
• As needed, collaborate with Sales & Marketing and Food & Beverage Departments to curate special menus and to personalize group arrivals.
• Assist the Front Desk in emergent situations as necessary.

GIFT SHOP

• Curate a bespoke retail experience by selecting and presenting boutique items that reflect the Shore Hotel’s coastal elegance and guest lifestyle.
•  Guide guests through the boutique with refined hospitality, offering personalized recommendations that complement their travel and stay.
•  Oversee all point-of-sale transactions, ensuring accuracy, discretion, and a seamless luxury shopping experience.
• Maintain elevated visual merchandising standards by ensuring all displays are thoughtfully arranged, well-stocked, and aligned with seasonal branding.
•  Monitor boutique operations through daily sales reports and inventory audits, using insights to inform restocking and product mix decisions.
• Collaborate with the Front Office and Concierge team to integrate the boutique into the overall guest experience, including gifting, VIP amenities, and exclusive offerings.

ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES:

Proven success in the following job competencies:

• Honesty; has honest, direct, and factual communication and actions with internal and external customers.
• Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.
• Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.
• Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.
• Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.

Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.

Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.

• Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.
• Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;
• Diversity: Strong commitment to diversity and equality in a company culture.
• Communication: Strong communication (verbal and written) and presentation skills.
• Multi-Tasking: Ability to operate under pressure in a fast paced environment; able to deliver effective results, meet tight deadlines and targets.

EXPERIENCE:

• Minimum of 2-5 years of supervisory hotel experience in concierge and guest services departments.
• Minimum 1 year of concierge experience in the hospitality industry is preferred.
• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience in Opera would be helpful. 

EDUCATION:

• Associate’s or Bachelor’s degree in business, management, or hospitality or a related field or the equivalent of 3 years of relevant work experience is required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance is critical.
• Hours occasionally exceed 40 hours per week.
• Ability to stand during shifts

OTHER:

• Other duties as assigned.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.