Head Concierge

Job Description

• Lead and supervise the concierge team, providing guidance, training, and performance management to ensure exceptional service delivery
• Manage guest requests and special requirements with professionalism and attention to detail, ensuring timely and satisfactory resolution
• Coordinate reservations, restaurant bookings, transportation arrangements, and activity bookings for guests
• Provide expert local knowledge and personalized recommendations regarding attractions, dining, cultural sites, and experiences in Agra and surrounding regions
• Maintain comprehensive vendor and partner relationships including restaurants, tour operators, transportation services, and entertainment venues
• Handle complex and high-priority guest requests, including emergency situations and VIP accommodations
• Oversee concierge desk operations, including scheduling, inventory management, and administrative documentation
• Ensure consistent quality standards and service excellence across all concierge services
• Develop and maintain detailed local information resources and databases for guest reference
• Collaborate with other hotel departments to coordinate seamless guest experiences and resolve interdepartmental issues
• Monitor guest satisfaction and gather feedback to continuously improve concierge services
• Represent the hotel in professional concierge associations and maintain industry best practices
• Manage concierge budgets and track expenses related to guest services and team operations

Qualifications

• Minimum 8-9 years of professional concierge experience in a luxury hotel or hospitality environment
• Proven leadership experience managing and supervising a concierge team of 3 or more staff members
• Exceptional knowledge of Agra, including major attractions, cultural sites, dining establishments, and local experiences
• Fluency in English; additional language proficiency (Hindi, French, or German) is highly valued
• Strong organizational and multitasking abilities with the capacity to manage multiple guest requests simultaneously
• Excellent interpersonal and communication skills with the ability to interact professionally with guests from diverse backgrounds
• Proficiency in hotel management systems and reservation software platforms
• Demonstrated ability to handle high-pressure situations and resolve complex guest issues with composure and professionalism
• Strong vendor and relationship management capabilities with proven track record of maintaining partnerships
• Certification from Les Clefs d'Or (International Concierge Association) or equivalent professional concierge credential
• Experience in a Fairmont property or other luxury hotel chain
• Knowledge of travel logistics, visa requirements, and international travel arrangements
• Experience with budget management and expense tracking for departmental operations
• Familiarity with cultural tourism and heritage site management in India
• Background in hospitality training and staff development programs
• Experience representing the hotel in professional concierge associations and industry forums

Additional Information

WHAT IS IN IT FOR YOU:

• Come As You Are
• Work With Purpose
• Grow, Learn and Enjoy
• Explore Limitless Possibilities