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.
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Supervise the daily operations of the Concierge and Kings Club departments to ensure exceptional guest service and operational excellence.
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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.
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Maintain a visible and professional lobby presence, proactively engaging with guests and providing personalized assistance throughout their stay.
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In tandem with management, holds team members accountable service standards, appearance, attendance, productivity, and overall performance through regular coaching and feedback.
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Oversee all Concierge services, including transportation arrangements, restaurant reservations, local recommendations, VIP amenities, special requests, and personalized itineraries.
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In tandem with management, manage the receipt, storage, tracking, and delivery of guest packages, mail, and special deliveries while ensuring proper documentation and security.
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Monitor and respond promptly to guest emails, phone calls, and service requests, ensuring timely communication and follow-up.
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Ensure the Kings Club is maintained to the highest standards of cleanliness, presentation, food and beverage service, and guest satisfaction.
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Conduct daily inspections of the Concierge desk, lobby, and Kings Club to ensure Forbes Five-Star presentation and luxury brand standards are consistently achieved.
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Resolve guest concerns professionally and efficiently, utilizing service recovery techniques to exceed guest expectations.
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Coordinate with Front Office, Housekeeping, Food & Beverage, Engineering, Valet, and other departments to provide seamless service and memorable guest experiences.
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Support departmental goals by monitoring guest feedback, service scores, and quality assurance audits while implementing continuous improvement initiatives.
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Ensure compliance with hotel policies, safety procedures, confidentiality standards, and operational guidelines.
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Perform other duties as assigned to support the successful operation of the Front Office and Kings Club.
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High School Diploma; preferably college degree
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1 years’ experience in a supervisory role in Guest Services, Front Desk, Housekeeping, or other area of operation within the Rooms Division preferred
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1 years’ experience as a guest facing F&B service role also preferred
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Ability to work productively with little supervision
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Ability to manage time effectively
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Ability to actively listen to guest requests and employ initiative to resolve each request
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Ability to maintain a professional composure regardless of business level
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Ability to improvise when necessary and make empowered decisions to ensure guest satisfaction
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Must have a professional image and personality exuding confidence
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Ability to focus attention on details and be able to organize, prioritize, and follow up
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Must be able to take initiative and work productively within any given period of time, unsupervised
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Ability to maintain confidentiality and security of all guest and general hotel information
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Must be a team player, working well with other departments and coworkers
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Ability to work flexible hours, including weekends and evenings
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Should be creative, innovative and strive for continuous improvement
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Ability to prioritize and organize work assignments; delegate work
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Ability to direct performance of staff and follow up with corrective actions when needed
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Ability to motivate staff and maintain a cohesive team
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Ability to be a clear thinker, analyze and resolve problems exercising good judgment
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Ability to remain calm and courteous with demanding guests and situations
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Complete the South Carolina state-approved ServSafe Alcohol Online Course & Exam within 30 days of hire
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Possess a valid ABL Server License issued by the state of South Carolina within 30 days of hire
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The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job
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While performing the duties this job, the employee is regularly required to stand for extended periods of time, walk, use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear
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The employee must be able to lift and move up to 30 pounds
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The employee must have legible penmanship for reporting and documentation and be able to see differences in widths and length of lines such as those on graphs
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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Salamander Hotels & Resorts is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.
