Concierge and Club Lounge Supervisor

SALAMANDER CHARLESTON EMPLOYER LLC•Charleston, SC

29d•Onsite

About The Position

The Concierge and Club Lounge Supervisor is responsible for the daily operations of the Kings Club and Concierge team, ensuring the delivery of exceptional, personalized service that reflects Hotel Bennett's luxury standards. Partners with other departments to ensure seamless guest experiences. This role is responsible for coaching and developing the Kings Club and Concierge teams in accordance with all Hotel Bennett operating procedures, luxury service standards, and guest satisfaction. This position reports to the Club Lounge Manager.

Requirements

Ability to work productively with little supervision
Ability to manage time effectively
Ability to actively listen to guest requests and employ initiative to resolve each request
Ability to maintain a professional composure regardless of business level
Ability to improvise when necessary and make empowered decisions to ensure guest satisfaction
Must have a professional image and personality exuding confidence
Ability to focus attention on details and be able to organize, prioritize, and follow up
Must be able to take initiative and work productively within any given period of time, unsupervised
Ability to maintain confidentiality and security of all guest and general hotel information
Must be a team player, working well with other departments and coworkers
Ability to work flexible hours, including weekends and evenings
Should be creative, innovative and strive for continuous improvement
Ability to prioritize and organize work assignments; delegate work
Ability to direct performance of staff and follow up with corrective actions when needed
Ability to motivate staff and maintain a cohesive team
Ability to be a clear thinker, analyze and resolve problems exercising good judgment
Ability to remain calm and courteous with demanding guests and situations
Complete the South Carolina state-approved ServSafe Alcohol Online Course & Exam within 30 days of hire
Possess a valid ABL Server License issued by the state of South Carolina within 30 days of hire

Nice To Haves

High School Diploma; preferably college degree
1 years’ experience in a supervisory role in Guest Services, Front Desk, Housekeeping, or other area of operation within the Rooms Division preferred
1 years’ experience as a guest facing F&B service role also preferred

Responsibilities

Supervise the daily operations of the Concierge and Kings Club departments to ensure exceptional guest service and operational excellence.
In tandem with management, leads, coaches, trains, and develops the Concierge and Kings Club teams, ensuring compliance with Hotel Bennett standards, Forbes Five-Star standards, and luxury service expectations.
Maintain a visible and professional lobby presence, proactively engaging with guests and providing personalized assistance throughout their stay.
In tandem with management, holds team members accountable service standards, appearance, attendance, productivity, and overall performance through regular coaching and feedback.
Oversee all Concierge services, including transportation arrangements, restaurant reservations, local recommendations, VIP amenities, special requests, and personalized itineraries.
In tandem with management, manage the receipt, storage, tracking, and delivery of guest packages, mail, and special deliveries while ensuring proper documentation and security.
Monitor and respond promptly to guest emails, phone calls, and service requests, ensuring timely communication and follow-up.
Ensure the Kings Club is maintained to the highest standards of cleanliness, presentation, food and beverage service, and guest satisfaction.
Conduct daily inspections of the Concierge desk, lobby, and Kings Club to ensure Forbes Five-Star presentation and luxury brand standards are consistently achieved.
Resolve guest concerns professionally and efficiently, utilizing service recovery techniques to exceed guest expectations.
Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Valet, and other departments to provide seamless service and memorable guest experiences.
Support departmental goals by monitoring guest feedback, service scores, and quality assurance audits while implementing continuous improvement initiatives.
Ensure compliance with hotel policies, safety procedures, confidentiality standards, and operational guidelines.
Perform other duties as assigned to support the successful operation of the Front Office and Kings Club.