Concierge Lead

The Gasparilla Inn•Boca Grande, FL

7d•Onsite

About The Position

The Concierge Supervisor is responsible for overseeing the daily operation of The Inn’s Concierge Team and department coupled with supervising, training, and supporting the concierge team. This individual ensures that guest and visitor inquiries are handled courteously, accurately, and efficiently while coordinating requests for transportation, spa services, dining reservations, special amenities, and other personalized services. The Concierge Supervisor will ensure adherence to The Inn’s service standards and policies. The Concierge Supervisor leads by example, maintains established service standards, supports the organization and efficiency of the department, and assists with resolving guest concerns. The purpose of this position is to ensure the team provides highly personalized service, creates memorable guest experiences, and makes each guest’s comfort, convenience, and satisfaction a priority of The Gasparilla Inn.

Requirements

One year of experience in guest services, concierge services, front office, or related hospitality role.
Exceptional customer service and interpersonal skills.
Excellent written and verbal communication skills, strong organizational skills, and the ability to prioritize multiple requests and responsibilities.
Ability to confidentially interact with guests, members, leaders, vendors, and team members.
Ability to handle confidential guest and member information with discretion.
High School Diploma or equivalent.
Active driver license

Nice To Haves

Three years of hospitality management or various rooms division position experience.
Previous supervisory or leadership experience.
Associate Degree in Business Administration, Hospitality Management or a similarly related field.

Responsibilities

Oversee the daily operation of the Concierge desk and ensure consistency in coverage and service.
Lead, train, coach and support Concierge team members by example while providing direction, training, coaching, and support to Concierge team members.
Assign and prioritize daily responsibilities, follow up on outstanding requests, and ensure tasks are completed accurately and promptly.
Monitor and communicate team performance concerns, compliance with hotel policies and service standards, operational challenges, guest feedback, and departmental needs to the Guest Experience Manager.
Ensure the Concierge team follows established policies, procedures, service standards, and departmental workflows.
Monitor incoming calls, emails, tasks, and guest requests to ensure timely and professional responses.
Maintain thorough knowledge of the Inn’s accommodations, dining outlets, amenities, services, rates, packages, and promotions.
Maintain current knowledge of community events, local businesses, dining options, transportation providers, and recreational opportunities.
Personalize each interaction by demonstrating warmth, care, professionalism, and proper etiquette.
Act as a liaison between guests and associates throughout The Gasparilla Inn to facilitate seamless service and effective communication.
Address and resolve guest concerns professionally and discreetly, using sound judgment and considering both guest and business needs.
Maintain an organized, clean, welcoming, and professional Concierge desk.
Complete all paperwork, data entry, documentation, and reports accurately and promptly.
Review guest documents, reservations, and itineraries to ensure accuracy.
Perform Concierge duties as operational needs require.
All other duties and special projects as assigned.