Concierge Manager - Delhi/NCR - Modern Living

• Ensure outstanding guest handling

• Monitor the Concierge team to ensure proper data of guest details and bookings is maintained

• Support and work closely with Head of Reservations & Senior Management to ensure revenue target, SLA and customer NPS are consistently delivered

• Responsible for maintaining excellent customer satisfactions through the major social media channels such as Trustpilot, Google review, company NPS

• Smooth functioning of the process with least customer complaints

• Handle high escalations to retain customers

• Support the team in resolving issues of the guests within SLA and with satisfactory resolution

• Develop objectives for the Concierge's (team/individual) day-to-day activities

• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

• Work closely with Tech & Marketing team to improve and automate processes and promote add ons

• Thinking out of the box and coming up with new ideas and Business Plans/ Concierge Products to generate more revenue for our Global Portfolio

• Coach and provide training to personnel to maintain high customer service standards

• Monitor and improve reservation process, telephone handling, email communications and other procedures

• Strongly responsible for Revenue and Growth of the Global Concierge Desk

• Evaluate performance with key metrics

• Prepare process related reports

• Proven experience of 5-8 years in handling Concierge / Customer Service Team, preferably from one of a renowned brand in the market

• Experience in Customer Service/ Concierge is must

• Excellent Communication Skills in English (both verbal and written)

• Knowledge of Performance Evaluation and Customer Service Metrics

• Strong hands in MS Office and Google Suite

• Tech oriented, to function with advance technologies to enhance the process functioning

• Outstanding Guest Handling and Interpersonal skills

• Excellent Organizational and Leadership skills with a Problem-solving ability

• Smart, Process driven, Detail oriented and a Positive outlook

• Open to work in fast paced cross cultural environment

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Keyskills:   Customer Service Reservation Resource Planning Concierge concierge manager Social Media Providing Training Customer Complaints Senior Management Guest Handling Telephone Handling concierge deputy manager