Head Concierge

The Head Concierge is the face of our establishment, setting the standard for exceptional, personalized service that exceeds guest expectations. We are seeking a natural leader who can inspire their team to create unforgettable experiences for our guests while managing day-to-day operations with seamless precision.

Key responsibilities:

• Operational leadership: Oversee and manage the daily operations of the concierge desk and bell staff, ensuring all guest requests are handled in a timely, efficient, and professional manner.
• Team management and development: Recruit, train, and mentor the concierge team, focusing on superior guest service, local knowledge, and problem-solving skills.
  • Conduct regular team meetings and performance evaluations to maintain high standards and foster a positive work environment
• Guest experience: Anticipate guest needs and build strong, personalized relationships with repeat and VIP guests.
  • Handle complex or escalated guest issues with tact and diplomacy, turning potential complaints into positive outcomes.
  • Maintain a comprehensive and up-to-date database of local service providers, including restaurants, transportation services, and entertainment options.
• Curated services: Make arrangements for guests, including booking dining reservations, transportation, entertainment tickets, and unique local experiences.
  • Establish and nurture relationships with vendors and partners to secure exclusive services and amenities for guests.
  • Create and deliver personalized itineraries and special arrangements, such as flowers or in-room amenities.
• Quality control: Ensure the concierge desk and lobby area are always well-maintained and presentable.
  • Maintain a current understanding of hotel events, services, and local happenings to provide knowledgeable recommendations to guests.

Candidate profile:

• Experience: 3+ years of experience in a concierge or senior guest service role, preferably within a luxury hotel or high-end residential property
• Languages proficiency is a must: Uzbek, English, Russian
• Local knowledge is highly preferred: Extensive and current knowledge of local attractions, events, dining, and other services.
• Soft skills:
  • Exceptional verbal and written communication skills, with a professional and friendly demeanor.
  • A resourceful and quick-thinking approach to resolving guest issues and handling unexpected situations
• Proficiency with property management systems (e.g., Opera) and other relevant software