Head Concierge - Me Lisbon

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.

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