Assistant Concierge Manager

Auberge Collection•Kawaihae, HI

2d•$75,000•Onsite

About The Position

The Assistant Concierge Manager is responsible for supporting the Concierge Manager & Guest Experience Manager to ensure complete guest satisfaction. This role involves management, training, and development of Concierge Teams, including Pre-Arrival, In House Concierge, and Club Concierge. The position requires working with guests before and during their stay to ensure personalized and exceptional service, coordinating between departments to meet and exceed guest needs, and addressing guest complaints and concerns promptly. The role also includes maintaining accurate payroll records, developing processes and SOPs for consistent service and accountability, and hiring, training, coaching, and developing colleagues. Additionally, the Assistant Concierge Manager is responsible for creating weekly schedules based on business demands, executing excellent communication, and displaying organizational excellence and adaptability.

Requirements

Must be proficient in computer skills and have prior hotel management experience.
Must have the ability to balance administrative, operational, and colleague needs.
Previous customer service related experience required.
Must have strong interpersonal and problem solving skills.
Must be highly responsible and take ownership, while remaining professional at all times.
Must be able to work cohesively with fellow colleagues as part of a team.
Must be able to speak, read, write and understand English.
Computer literacy in Microsoft Window applications required.
At least 2 years of Guest Service/Front of House/ or related discipline and leadership experience required.
High school or equivalent education required.
All Candidates must be legally authorized to work in the United States

Nice To Haves

Working knowledge of Property Management system Opera & ALICE Suite are assets.
Bachelor’s Degree preferred.
First Aid certification an asset.

Responsibilities

Responsible for management, training and development of Concierge Teams which includes Pre-Arrival, In House Concierge and Club Concierge
Works with guests leading up to and during their stay to ensure personalized and exceptional service.
Coordinates between all departments to ensure guest needs are met & exceeded.
Supports the Concierge Manager & Guest Experience Manager to ensure complete guest satisfaction.
Responsible for addressing guest complaints and concerns quickly.
Maintains accurate payroll records.
Responsible for developing processes and SOP’s to create a consistent level of service and accountability.
Responsible for hiring, training, coaching, and developing colleagues within the department.
Responsible for creating weekly schedules and adjusting accordingly to business demands.
Will adhere and follow all departmental policies, standards, and provide exceptional service.
Adhere to and follow all safety policies.
Will execute excellent email, departmental, and pre-shift communications.
Must display organizational excellence and adaptability to business demands.
Other duties as assigned.