Job Description
- 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