Concierge and Bell Service Manager

• Team Leadership and Supervision: Manages, trains, and mentors the concierge and bell staff, ensuring proper staffing levels and adherence to hotel standards
• Guest Services Orchestration: Oversees all guest interactions, from warm greetings and luggage assistance to check ins and check outs, ensuring a high level of satisfaction
• Curating Experiences and Information: Maintains comprehensive knowledge of local attractions, dining, events, and transportation options to provide tailored recommendations and secure difficult to get reservations or tickets for guests
• Logistics Management: Ensures efficient handling and tracking of guest luggage, mail, packages, and deliveries, including short term and long term storage
• Problem Resolution: Acts as a primary point of contact for guest complaints or issues, resolving problems promptly and effectively to turn potentially negative experiences into positive ones
• Coordination and Communication: Liaises with the front desk, housekeeping, security, and other departments to meet guest needs and coordinate special requests or events
• Administrative Duties: Manages administrative tasks such as staff scheduling, maintaining guest records (including preferences for VIPs), and monitoring departmental inventory and equipment

• Minimum 5 years of experience in Operational of Concierge & Bell Service, with at least 2 years in a managerial role in luxury hospitality
• Strong knowledge of Sofitel or other international luxury hotel brand standards
• Exceptional Customer Service: A genuine passion for hospitality and a proactive, customer centric approach
• Excellent verbal and written communication skills, with multilingual abilities being a plus for international clientele
• Strong decision making and problem solving skills, with the ability to remain calm and resourceful under pressure
• A professional and friendly demeanor with the ability to build rapport with diverse guests and staff
• Meticulous attention to detail to ensure accuracy in bookings, records, and service delivery
• Familiarity with hotel property management systems (PMS)
• Proficiency in standard office software (Microsoft Office, email) and communication devices (radios, smartphones)
• Deep local knowledge of the surrounding area and network of local service providers

multilingual abilities being a plus for international clientele