Concierge Supervisor Resume Samples

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K McKenzie

Katelyn

McKenzie

77939 Hirthe Club

Los Angeles

+1 (555) 550 2598

77939 Hirthe Club

Los Angeles

Phone

p +1 (555) 550 2598

Experience Experience

Dallas, TX

Concierge Supervisor

Dallas, TX

Kshlerin, McLaughlin and Gaylord

Dallas, TX

Concierge Supervisor

Performs various administrative tasks assigned by the Concierge Manager and works directly with guests as a Concierge when volumes warrant
Assist with team payroll, performance manage missed pushes, pay corrections, etc
Assist with any plans or arrangements the guest intends to make during their stay
Expedite the flow of work and materials within or between departments according to established company guidelines
Manage all activities relating to Concierge and ensure that all transactions are performed in the best interest of the company
Manage the process and assist agents and guests with the check in/out process
Develop and foster an environment of teamwork and interdepartmental cooperation

Boston, MA

Hotel Concierge Supervisor

Boston, MA

Rodriguez, Rosenbaum and Conroy

Boston, MA

Hotel Concierge Supervisor

Performance management
Service recovery methods
Ideally have a knowledge of LEGOLAND Windsor Resort facilities
Health and Safety Awareness
Demonstrate a high level of customer service
Good written and oral communication
Assists the Concierge Manager with team development and training

present

Detroit, MI

Virtual Concierge Supervisor

Detroit, MI

Swift-Yost

present

Detroit, MI

Virtual Concierge Supervisor

present

Provides leadership and staff development through an established sales, service, and coaching process
Guides the team in developing and maintaining portfolios or revenue generation relationships within the affluent market segments
Provides sound personal financial planning, advice and guidance
Addresses account inquiries while providing superior customer service
Supports sales process through referrals, observations and coaching teams
Utilizes social media, email, chat, video conferencing and inbound and outbound calling
Sells and cross-sell products and service

Education Education

Bachelor’s Degree in Training Skills

University of Southern California

Bachelor’s Degree in Training Skills

Skills Skills

Strong organizational skills with attention to detail and quality
Strong decision making ability
Highly responsible & reliable
Ability to demonstrate good judgment when dealing with guests and staff members
Proficient in time management; the ability to organize and manage multiple priorities
Maintain a sound knowledge of local events and industry trends, network with local tourist organisations
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes
Excellent personal presentation
Strong communication skills
Strong analytical and problem solving skills

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Concierge Supervisor Resume Examples & Samples

Maintain positive internal guest relations at all times to ensure successful inter-departmental relationships
Coordinate room blocking for all guests every day through LMS systems, work ahead to peak periods and high business
Ability to initiate and hold professional and friendly conversations with guests
Run and process daily reports
Expedite the flow of work and materials within or between departments according to established company guidelines
Establish workloads, assign tasks, and review results
Manage the process and assist agents and guests with the check in/out process
Manage the process and assist agents and guests with concierge services such as booking of shows, tours, restaurant reservations, etc
Demand dates to ensure blocking is done strategically
Create work schedules for staff and maintain proper staffing levels by coordinate lunch breaks
Handle customer issues by following the recovery procedures and ensuring guest satisfaction
Develop training program for Concierge staff
Develop departmental standard operating procedures, policies, and ensure consistent adherence
Develop and foster an environment of teamwork and interdepartmental cooperation
Responsible for timely evaluation of all direct reports and conducting introductory and annual performance reviews
Maintain an open door policy and address all team member issues and/or concerns in a timely manner
Conduct divisional/departmental staff meetings at least once per month
Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining project records or achieving desired results
Oversee personnel while facilitating a specific project or assignment
Process related administrative details in order to keep department operational and effective while achieving results of projects assigned
Possess skills to expedite clerical processing, evaluate information, and implement or take action based upon information
Anticipate VIP guest’s needs, respond promptly and positively however busy and whatever time of day
Model the Sands Casino Resort Bethlehem Standards of Steel at all times, no exceptions
Resolve guest complaints/discrepancies to the best of your ability ensuring guest satisfactions
Evaluate departing guests for additional complimentaries before printing departing folios
Process all in-house comp Limo requests
Maintain a complete knowledge of all Sands Casino Resort Bethlehem products and services, as well as maintaining a complete knowledge of all Sands Casino Resort Bethlehem products and services in order to be professional concierges
Coordinate all Butler arrivals and maintain the Butler Suite List
Maintain a complete knowledge of and comply with all procedures of VIP and Casino Marketing

Concierge Supervisor Resume Examples & Samples

Manage day to day operation of concierge department through activities including, but not limited to staffing, payroll and scheduling
Actively respond to and satisfy guest requests and complaints
Maintain accurate records of all guest request items
Receive and distribute all guest mail. Hold for arrival when necessary
Assist with development of all training-related materials and train Concierge staff and all hotel employees in Concierge procedures
Conduct meetings regularly within the department
Interact in courteous and professional manner with all guests, staff and community members
Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties
Apply principles of logical thinking to a wide range of nonstandard intellectual and practical problems in order to perform and direct many varied and complex tasks
Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel
Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints
Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form
Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure
Maintain clean and safe work area
Experience: Minimum one years’ experience as a Concierge for a luxury or ultra-luxury hotel
Education: High school diploma
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy
Physical Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various

Concierge Supervisor Resume Examples & Samples

Identify and document all requests, expectations and biographical information for owner and guest profiles to facilitate creating personalized experiences
Coordinate and provide advance itinerary planning and reservations at least 30 days prior to arrival
Review daily arrivals and identify special requirements with the Doorperson, Butlers and Housekeeping
Greet owners and guests upon arrival escorting them to their residence and providing an orientation of the Club, their residence, as well as, retail and restaurants within Ghirardelli Square
Check in arrivals and settle guest accounts while ensuring all service standards are followed
Ensure up to date concierge referral material and educate other Concierges, Door Attendants and Butlers on new information ensuring accurate details
Accurately process charges to members for rental, groceries, and customer services
Maintain a detailed log record tracking all requests, both pending and confirmed
Maintain community liaison with vendors and continually expand knowledge of San Francisco and Bay Area history, activities, events, attractions
Provide special event coordination of private party requests in the private room or in room as requested
Work directly with all departments and colleagues to establish consistent positive communications and interdepartmental cooperation
Previous Concierge experience preferred
Previous Front Desk experience an asset
Must possess outstanding guest services skills, sophisticated verbal & written communication skills
Computer literate in Microsoft Windows applications preferred

Ski Concierge Supervisor Resume Examples & Samples

Previous experience in a luxury environment preferred/
Excellent presentation, communication and guest service skills
Bi-lingual skills preferred (Spanish and Portuguese)
Holiday and vacation
Winter Season Lifestyle Benefit that can be used towards one of the following

Concierge Supervisor Resume Examples & Samples

Provide information, advice, and reservation services on a wide variety of guest inquiries, including city tours, theater tickets, restaurants, doctors, and flight reservations
Delivery and safe storage of luggage
Maintain current knowledge of all hotel services as well as daily VIP Guest, VIP Guest requests, and special events
Previous concierge experience in the hotel, leisure, and/or retail sector, preferred
Calm, efficient, and organized demeanor
Proficiency with computers and computer programs, including Microsoft programs

Ski Concierge Supervisor Resume Examples & Samples

Positive Leadership attitude
Love of Beaver Creek Mountain
Willingness to always go above & beyond for guests & other associates

Virtual Concierge Supervisor Resume Examples & Samples

Guides the team in developing and maintaining portfolios or revenue generation relationships within the affluent market segments
Provides leadership and staff development through an established sales, service, and coaching process
Utilizes social media, email, chat, video conferencing and inbound and outbound calling
Provides sound personal financial planning, advice and guidance
Sells and cross-sell products and service
Addresses account inquiries while providing superior customer service
Supports sales process through referrals, observations and coaching teams
Ensures all business transactions and practices comply with all federal regulations
Proven leadership skills established through management experience
Ability to effectively profile, service and strengthen relationships
Strong problem resolution skills
Ability to advise and consult
Knowledge of social media platforms

Concierge Supervisor Resume Examples & Samples

Act as a main point of contact for guests, and assist with all enquiries
Provide friendly advice and information on local attractions, restaurants and services
Maintain a sound knowledge of local events and industry trends, network with local tourist organisations
Work a variety of shifts including late, early, weekends and public holidays
Be one step ahead of the guest, knowing what they need before having to ask
Ensure you are up to date with VIP guest movements and hotel special events
Oversee the Day to Day running of the Concierge desk including guest luggage, mail and taxi services
Must have an open Manual Drivers Licence
Experience in a similar role, must be within a 4 or 5 star environment
Exceptional communication skills and positive manner
Demonstrated understanding of local restaurants, attractions and events
Strong organisational skills and a passion for helping others
A competitive industry salary
Participation in an incentive program
Team member only discount global Hilton room rates
Career development planning opportunities

Concierge Supervisor Resume Examples & Samples

Performs various Human Resources responsibilities for the concierge department including the preparation of work schedules to maximize the effectiveness of the department
Strictly enforces the privacy and confidentiality of all guests
Ensures the shift checklist is completed
Ensures known guest preferences are met and amenities provided. Ensures that all guests’ requests are processed and recorded including health spa, golf, restaurant, travel and other miscellaneous service requests
Serves as a public relations representative. Exhibits a professional demeanor and willingness to assist guests and management, as requested
Maintains all departmental assets and ensures that all items are cleaned, checked out, and returned to the appropriate storage area
Informs the Assistant Chef Concierge of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions
Prepares and distributes reports as requested by management to various departments
Notifies Manager and/or Security of all unusual events, circumstances, missing items, or alleged thefts. Responds to emergency situations as necessary and as directed
At least 2 years of experience in a supervisory level position in Hotel Operations or 5 five years of equivalent work experience in Concierge Services
Previous customer service skills
Ability to deal effectively with guests, management, employees and outside vendors
Strong organizational skills with attention to detail and quality
Effectively develop and mentor staff and hourly employees to ensure that all departmental standards and goals are understood and met
Excellent organizational and communication skills and exceptional telephone etiquette
Proficiency in Microsoft Word, Excel, Power Point and Microsoft Outlook

Concierge Supervisor Resume Examples & Samples

Education level usually associated with the attainment of a Bachelor Degree in Culinary Arts and/or equivalent work experience
Work in a fast paced environment
Working knowledge of Microsoft Word, Excel, Power Point and Outlook

Concierge Supervisor Resume Examples & Samples

Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation
Train, track daily production & attendance, coach and performance. manage team according to production standards. Handle all Cancel/Save requests whether via written correspondence or phone
Take over escalated guest calls to fix issues and provide guest satisfaction
Manage revenue by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges
Maintain side file for each member of his/her team (job description, comp plan, error logs, disciplinary, comment) and keep updated as new information is received
Monitor and give feedback on phone calls of customer care reps
Assist other departments and fill in as Supervisor on duty when ever needed
Assist with team payroll, performance manage missed pushes, pay corrections, etc
Create monthly strategies to accomplish monthly goals
Handle all administrative work from the team in a timely manner
Must be able to work a variable schedule, including evenings and weekends, based on call center needs
Strong sense of customer service with enthusiastic, energetic, and professional behavior
Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills
Ability to work in a fast paced environment and to be able to multi-task
Ability to think critically and problem solve
Timeshare/hospitality background preferred
Minimum of one year supervisor experience preferred
Large Call Center environment experience preferred

Concierge Supervisor Resume Examples & Samples

Responsible for maintaining the overall operation of the concierge department: Direct and supervise the operations of the concierge department ensuring that concierge associates perform their job functions to the resorts expected level of service. Respond appropriately to guest inquiries about resort amenities, features, special functions and local attractions, dining, entertainment, and directions to guest upon request. Coordinate transportation needs for owners and guests. Develop business relationships within the community in order to secure discounted rates or other benefits for resort guests. Demonstrate a passion and understanding of company goals and ensure your area of responsibility meets all company standards by performing daily inspections. Identify process improvements and best practices; ensure all compliance standards are met. Demonstrate and apply broad knowledge of concepts, practices, and procedures for managed work group(s) and how it supports related operations. (25 % time)
Maintain positive customer and associate relationships: Handle guest issues to improve the guest experience and escalate any outstanding guest inquiry or concern requiring additional monitoring or follow-up, to management. Take appropriate service recovery actions. Support Guest Services Manager whenever necessary in performing job functions related to associate training, staffing, and scheduling. Demonstrate an ability to motivate and communicate expectations with humility and respect. Ensure proper staffing and scheduling for maximum productivity. Communicate priorities to staff daily. Partner with Guest Services Manager and Human Resources to minimize employee relations issues. ( 25 % time)
Build a “Count On Me” Culture:Create a positive and engaging work environment based on Wyndham’s Count On Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. Embrace and exhibit the highest level of ethics and integrity consistent with company standards. Promote team work and quality service through daily communications and coordination with other departments. (25% time)
Ensure compliance with: Internal Audit, Quality Assurance, Loss Prevention, Resort Operating Procedures, Guest Service Department Operating Procedure, and Standard Operating Procedures. (10% time) ( 15% time)
Manage and support all financial aspects of the concierge department: Collaborate with Guest Services Manager on department financial. Identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data. ( 5 % time)
Demonstrate the highest level of customer service in order to maintain a positive brand image and company reputation
Exceptional telephone etiquette
Ability to listen and evaluate
Ability to multi-task and work in a fast paced environment
Excellent written and verbal communications skills
Have proven strong leadership ability; demonstrate understanding and application of management approaches for work direction, motivation, performance management and disciplinary action
Ability to work varied shifts, including weekends and holidays
Ability to ensure administrative functions and duties are assigned and completed according to WVO standards
Create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable regulatory standards and Wyndham Vacation Ownership values
Commands a presence of respect and humility; demonstrating the ability to motivate and readily communicate expectations and follow up
PC Skills
Microsoft Office: Word, Excel, Outlook
Two years of supervisory experience
One year of equivalent work experience in Concierge Services
Hotel / hospitality or vacation ownership experience preferred

Concierge Supervisor Resume Examples & Samples

Performs various Human Resources responsibilities for the Concierge department including preparation of work schedules to maximize the effectiveness of the department
Ensures all established standards of professionalism and protocol are being practiced by all Concierge staff
Communicates with the Concierge Manager to ensure a consistent delivery of service is being offered to guests
Performs various administrative tasks assigned by the Concierge Manager and works directly with guests as a Concierge when volumes warrant
Assists the Concierge Manager with team development and training
Completes the opening and closing shift checklist on a daily basis
Maintains all departmental assets including equipment repairs and maintenance and ensures the desk and back office space are kept clean and organized
Keeps the Concierge Manager informed on all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions
Notifies Manager and/or Security of all unusual events, circumstances, missing items or alleged thefts
Responds to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed
Participates in events within the Concierge community including shows, meetings, and restaurants
Promotes the property’s outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pools
Maintains knowledge of all restaurant, spa and entertainment information, including menu items and hours of operation, to best serve the guest
Strictly enforces the privacy and confidentiality of the guests and limits requests for information pertaining to guests in accordance with hotel policies
Ensures guest’s preferences are met and amenities are provided
Coordinates delivery of requested amenities and floral orders through the Bell Desk or Room Service
Preform all other job related duties as requested
Working knowledge of Microsoft Office and Point of Sales systems
Membership in Les Clefs d’Or or Southern Nevada Hotel Concierge Association
Excellent customer skills

Concierge Supervisor Resume Examples & Samples

Schedules prospective guests for an on-site Sales tour of the property
Assists guests in making reservations or special arrangements, as requested
Teaches the Marketing pitch to Concierge team members
Assists fellow Concierge team members with the Marketing pitch and takes over when needed
Ensures and maintains integrity of the Marketing pitch through training
Maintains proficiency in AIdesk, helps to resolve issues immediately
Tracks and reconciles daily receipts from activities sold
Accurately reconciles and reports monies collected on a daily basis
Ensures credit card transactions and cash collected are turned in at the end of every shift
Assists staff with all aspects of close-out paperwork
Establishes and maintains goals according to budget
Fills in for the In House Marketing Manager in his/her absence
Covers shifts when Concierge team members call off, and continues over on the following shift if needed
Operates office machinery (i.e., computer, copy machine, fax machine)
A minimum of six (6) months of experience in the customer service field required
A minimum of six (6) months of supervisory experience in the customer service field required
Ability to maintain a productive shift and schedule
Ability to teach and lead by example
Understands how to develop and implement business strategies
Intermediate math skills
Cash handling skills (the ability to count currency, make and count back change)

Cwt Concierge Supervisor Resume Examples & Samples

This role can be located in Western Canada or anywhere if willing to work 1:00pm-9:00pm EST
Requires excellent client service and interpersonal skills
Requires organizational/managerial skills
Good knowledge of reservations procedures, destinations, accommodation and travel packages
Good knowledge and understanding of automation equipment, enhancements and technical environment
Sabre skills
Matrix QR an asset

Concierge Supervisor Resume Examples & Samples

Assist the Chief Concierge in overlooking the daily operations of the whole Concierge department
Assist the Chief Concierge in the coaching, leading, guiding and directing the efforts of the team of Concierge Agents
Mainly in charge of organizing and adjusting work schedules as required based on business volume forecasts
Provide feedback, seize training and coaching opportunities with Colleagues in coordination with the Chief Concierge
Support training initiatives and provide a training role as required
Ensures everyone in the team is knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel/city and be able to provide accurate information to guests
Act as an ambassador of the hotel and provide assistance to variety of requests
Maintain a network of service providers for the efficient conduct in coordinating guest requirements under the guidance of the Chief Concierge
Ensure constant enough supply and availability of printed materials such as brochures of local attractions, sister hotels, restaurants, city maps, etc. which may be handed over to guests
Ensure constant supervision on the facilitation of guest request relating to dining activities (both inside and outside of hotel), shows, recreation, tours, transport, florists, doctor, dentist, child care and any other services which are not available at the hotel
Ensure assistance with the Guest Services that all luggage, messages, parcels, etc. are handled, delivered, retrieved or stored efficiently
Maintain absolute integrity and trustworthiness in the team
Adhere to the established financial guidelines and control all costs
Manage the daily documentation/recording of bills particularly filing of receipts
Manage all activities relating to Concierge and ensure that all transactions are performed in the best interest of the company
Promote and follow a safe work environment
Promote and lead a service driven, results driven work environment
Follows departmental SOP’s (Standard Operating Procedures) including all safety & sustainability policies
Promote all hotel services, offers and facilities and their operating hours
Excellent written and verbal communication, interpersonal and leadership skills
Fluency in English, secondary language preferred
Minimum of 1 year previous proven Seniority position or equivalent in a customer service industry
Ability to work well under pressure in a fast paced environment and cohesively as part of a team
Ability to handle a multitude of tasks and Guest requests

Concierge Supervisor Resume Examples & Samples

Promptly and warmly greets guests and accompanies them to their tables based on availability or desired seating arrangements. Oversees guest flow within the restaurant
Manages the reservations system
Promotes an overall enjoyable dining experience; promotes a clean, safe and neat environment for guests and associates
Advises guests on menu and beverage selections
Liaise between kitchen staff and dining room staff
Exhibits exceptional communications skills and ability to get along well with others; demonstrates flexibility, patience and a willingness to communicate with guests and staff
Supervises the activities of food-service associates in the dining room to ensure proper customer service, food handling and sanitation procedures are followed
Makes special occasion arrangements for guests; promotes special in-house events
Helps train new food-service team members and provides ongoing customer-service training
Supervises the closing of the assigned dining room; ensures servers complete side work and station setup
Demonstrates knowledge of emergency safety procedures; assists with evacuation of guests to safety in the event of an emergency
Helps bus tables and serve foo/beverages when necessary while maintaining safe food-handling and sanitation standards
May operate equipment, including fire extinguishers, telephones, iced tea/soda machines, soup wells and coffee machines
Works with staff of other departments to perform job duties during special events or functions

Concierge Supervisor Resume Examples & Samples

Previous experience in similar role or Senior Concierge Agent Role
Previous experience of Concierge Management, Developing and Building Teams, Opera ,Supervising Associates of more than 20 team members
Responsible for providing hands on leadership to the entire concierge department
Ensures robust Arrival Experience & Elite / VIP Guest Recognition plans are in place to drive strong Guest Experience scores
Serves as an immediate supervisor to the Assistant chief concierge in achieving and driving guest satisfaction goals
Manages the flow of operation at the front drive in assisting the valet and doorman
Ensures compliance with all policies, standards and procedures
Reviews staffing levels and suggest levels to ensure that guest service, operational needs and financial objectives are met within all areas of concierge
Observes service behaviours of associates and ensures that all uniformed associates are properly attired and groomed, each wearing a nametag and appropriate brand standards
Understands and follows all call in procedure for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
Supervises & assists all areas of the concierge under minimum supervision
Sets a positive example for concierge team
Empowers and motivates associates to provide excellent customer service
Observes service behaviors of associates in terms of brand standard audits and provides feedback to individuals
Conducts monthly job chats, and updates the performance tracker for future review purposes
Monitors all maintenance and upkeep of the luggage rooms and assets of the hotel
Reviews comment cards and guest satisfaction results with associates and takes time to appreciate and provide feedbacks as and when required
Leads by example for training and role plays for all guest related interactions
Sets high degree of training skills and demonstrates training abilities by tracking performances and being a role model for the team
Conducts Mid year and year end reviews for the team reporting directly
Be able to perform any additional scope of duties if requested by the Chief Concierge and Senior Management to perform any additional scope of duties if requested by the Management

Concierge Supervisor Resume Examples & Samples

Leading and motivating our Concierge team
Maintaining high standards in customer service
Overseeing the training and development of staff
Engraining the company DNA in the day to day running of the centre
Managing rosters, payroll, gift card sales etc
Liaising with the marketing team to achieve centre focussed goals during campaigns and promotions
Liaise with the HR team during Christmas recruitment cycle
Oversee communication between Concierge and Retailers
Promoting Westfield products and services across all facets of the business

Concierge Supervisor Resume Examples & Samples

Experience and a thorough understanding of guest services
Must be comfortable with independent decision making
Proficient in basic computer skills
Prior customer service experience strongly preferred
Position may require the ability to stand for extended periods of time and work in varying weather conditions

Hotel Concierge Supervisor Resume Examples & Samples

Professional attitude and a desire to deliver a premium service to Guests
Previous supervisory experience, ideally within a fast paced Resort or Leisure environment
Performance management
Demonstrate a high level of customer service
Service recovery methods
Ideally have a knowledge of LEGOLAND Windsor Resort facilities

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