Concierge Supervisor

Job Purpose

To provide a warm, professional, and memorable first impression to all guests by delivering exceptional arrival, departure, and concierge services. The Concierge is responsible for assisting guests with luggage, transportation arrangements, mail and parcel handling, and general enquiries while ensuring the hotel lobby and entrance areas are well maintained. The role aims to enhance the overall guest experience by anticipating guests' needs, responding promptly to requests, and delivering service excellence in accordance with the hotel's standards and procedures.

Duties and Responsibilities

• Review the daily arrival list and identify VVIP guests and guests with special needs to ensure appropriate arrangements are made.
• Maintain a visible presence at the Concierge Desk, Reception, and lobby areas to assist guests, visitors, and colleagues as required.
• Coordinate the collection, transportation, and delivery of guest luggage and equipment in an efficient and timely manner.
• Assist guests with their luggage upon arrival and direct them to the Front Desk for check-in.
• Escort guests to their assigned rooms and ensure luggage is delivered and placed appropriately (if any).
• Deliver guest correspondence, including messages, faxes, packages, flowers, and other items to guest rooms or designated offices.
• Provide and track loan items for guests, ensuring timely collection and return before their departure.
• Coordinate and manage the efficient handling of group luggage arrivals and departures.
• Verify with guests that all luggage and personal belongings have been accounted for during arrival and departure.
• Assist guests with long-term luggage storage and left-luggage requests in accordance with hotel procedures.
• Transport departing guests' luggage from their rooms to the lobby and load it into transportation vehicles after reconfirming ownership with the guest.
• Respond promptly and professionally to guest inquiries and requests, ensuring high levels of guest satisfaction.
• Maintain cleanliness and organization of luggage storage areas and concierge workstations.
• Handle guest requests and complaints promptly and professionally.
• Take ownership of guest concerns and follow up to ensure satisfaction.
• Deliver service in accordance with hotel standards and procedures.
• Provide accurate and helpful information about hotel facilities and services.
• Coordinate with relevant departments to fulfill guest requests efficiently.
• Maintain positive relationships with guests through friendly and personalized service.
• Assist in enhancing guest satisfaction and loyalty.
• Escalate unresolved issues to the appropriate supervisor when necessary.
• Update and maintain records for left luggage and long-term luggage storage requests.
• Keep the luggage movement register updated and accurate.
• Ensure all luggage documentation is properly filed and maintained according to hotel procedures.
• Adhere to hotel policies, procedures, and safety standards at all times.
• Perform any other duties assigned by the Front Office Manager or Management.

Qualifications, experience and skills

• SPM or equivalent qualification.
• Certificate or Diploma in Hospitality Management, Tourism, Hotel Management, or a related field is an added advantage.
• Minimum 2 years of experience in Concierge, Bell Service, Front Office, Guest Services, or a related hospitality role.
• Previous supervisory experience is preferred.
• Experience in a luxury 4-star or 5-star hotel, serviced residence, or serviced apartment environment is an advantage.​‌
• Excellent guest service and interpersonal skills with a passion for hospitality.
• Good communication skills with the ability to read, write, speak, and understand English and Bahasa Malaysia.​‌
• Ability to handle guest requests, complaints, and service recovery professionally.​‌
• Positive attitude, customer-focused mindset, and ability to work independently and as part of a team.
• Willingness to work shifts, weekends, and public holidays.

Pay: RM2,000.00 - RM2,500.00 per month

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Meal allowance
• Meal provided
• Opportunities for promotion
• Professional development

Work Location: In person