Oversee and manage all aspects of the concierge department, including staff supervision, training, and performance evaluation
Develop and implement innovative concierge services and programs to enhance guest experiences
Provide personalized recommendations and arrange high-end services for VIP guests, including exclusive dining reservations, luxury transportation, and bespoke cultural experiences
Foster a culture of excellence and continuous improvement within the concierge team
Collaborate with other department heads to ensure seamless guest experiences across all touchpoints
Manage and resolve complex guest inquiries and concerns with the utmost professionalism and empathy
Maintain and expand a network of local and international contacts to provide exclusive experiences and services to guests
Stay up-to-date with the latest trends in luxury hospitality and implement best practices in concierge services
Manage departmental budget and allocate resources effectively
Ensure accurate and timely communication of guest preferences and requests across all shifts
Act as an ambassador for the hotel, representing it at industry events and maintaining relationships with key partners
Qualifications
7-10 years of experience in luxury hospitality, with at least 3 years in a senior concierge role
Les Clefs d'Or certification strongly preferred
Fluency in Polish and English; additional languages are a significant advantage
Exceptional leadership skills with a proven track record of managing and mentoring high-performing teams
Outstanding communication and interpersonal skills, with the ability to interact effectively with guests, staff, and partners at all levels
Strong problem-solving abilities and meticulous attention to detail
Advanced proficiency in hotel management software and concierge-specific tools
Excellent organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment
In-depth knowledge of Warsaw's attractions, dining scene, and cultural offerings, as well as broader knowledge of luxury travel destinations worldwide
Thorough understanding of luxury hospitality standards and practices, with a commitment to exceeding guest expectations
Proven ability to implement innovative concierge services and programs
Experience in budget management and resource allocation
Strong network of local and international contacts in the hospitality industry
Ability to work flexible hours, including evenings, weekends, and holidays
Passion for delivering exceptional guest experiences and creating lasting memories
Adaptability and resilience in handling high-pressure situations and last-minute changes
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