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
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
WHAT IS IN IT FOR YOU:
Come As You Are
Work With Purpose
Grow, Learn and Enjoy
Explore Limitless Possibilities
Job details are sourced from the employer's original posting.
