Job Mission: The Head Concierge, as an expert prescriber and true ambassador of the destination, is responsible for the department and defines, develops and implements the destination experiences for customers, always providing them with unique and personalised services and products.
What will you have to do?
* Supervise and coordinate all Conciergerie operations
* Manage the Concierge team, ensuring that they efficiently comply with the department's daily operational processes, always ensuring the customer experience, customising their stay, anticipating their needs and exceeding their expectations
* Define, develop and implement the destination experiences strategy, offering customers unique and bespoke experiences according to their preferences
* Efficiently manage all guest requests, applying upselling and cross-selling techniques to optimise the hotel's extra revenues, committing to achieving total guest satisfaction
* Manage customer incidents, following the established protocols
* Be knowledgeable of and share with their team the quality and guests satisfaction goals and ensure their fulfilment, creating and defining improvement plans if necessary
* Research and develop innovative experiences and services that keep the hotel at the forefront
What are we looking for?
* At least 2-3 years of experience in a similar role in a luxury hotel
* Member of Les Clefs d'Or (Golden Keys) would be a plus
* High level of Portuguese and English
* Excellent knowledge of the destination
* Knowledge of PMS Opera Cloud would be a plus
* Leadership, personnel management, and decision-making skills.