Concierge Supervisor

About The Ritz-Carlton

The Ritz-Carlton operates over 100 award-winning properties globally, known for delivering exceptional guest experiences. The company focuses on attracting top hospitality professionals and fostering a culture where employees are empowered to be creative, thoughtful, and compassionate. As part of Marriott International, The Ritz-Carlton upholds its "Gold Standards," which guide its commitment to luxury service and guest care.

Role Overview: Concierge Supervisor

The Concierge Supervisor ensures the consistent delivery of The Ritz-Carlton's "Gold Standards" in guest service. This full-time role involves responding to guest requests, coordinating services, and providing information about the property and local amenities. The supervisor also supports management in team development and ensures operational excellence within the concierge department.

Key Responsibilities

• Respond to guest requests for special arrangements or services, such as transportation, reservations, or dry cleaning, by making arrangements or identifying appropriate providers.
• Address special requests from guests with unique needs and follow up to ensure satisfaction.
• Gather, summarize, and provide information to guests regarding property amenities, local attractions, special events, and activities.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Contact relevant departments (*, Bell person, Housekeeping) as needed to resolve guest inquiries or issues.
• Review shift logs and daily memo books, documenting pertinent information in logbooks.
• Ensure that outstanding requests from the previous day are prioritized and resolved.
• Monitor inventory and order general office supplies for the concierge desk.
• Notify Loss Prevention/Security of any guest reports of theft.
• Assist management with hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Serve as a role model and the initial point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Report accidents, injuries, and unsafe work conditions to management; complete required safety training and certifications.
• Adhere to all company policies and procedures, maintain a clean and professional appearance, ensure confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guest service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate professionally and clearly with others; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with colleagues.
• Ensure adherence to quality expectations and service standards.
• Stand, sit, or walk for extended periods as required.
• Move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications and Requirements

• High school diploma or * equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.