Head Concierge

Компания "JW Marriott Tashkent (OOO ALLIANCE HOLDING)"

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

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