Personalized Guest Experience Lead
4 days ago
Sofitel Mumbai BKC is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. Our Chief Concierge will play a vital role in creating an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience for our guests.
Company OverviewWe are committed to providing personalized service that meets the individual needs and preferences of each guest. Our goal is to create lasting memories and exceed expectations through exceptional hospitality.
Responsibilities:
- Act as a representative of the Management when dealing with guest complaints or if a member of the Concierge team is facing difficulties that she/he cannot solve on her/ his own.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
- To be aware of all VIPs visiting or staying in the hotel.
Requirements:
- Prior experience in a similar role or related industry.
- Excellent communication and interpersonal skills.
- Able to work well under pressure and maintain composure in stressful situations.
- High level of discretion and confidentiality.
- Ability to work effectively as part of a team.
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