Position Summary
Della Resorts & Adventure is seeking a dynamic, polished, and guest-centric Concierge Head to lead our Concierge team and deliver exceptional luxury hospitality experiences. The ideal candidate will possess an excellent personality, outstanding communication skills, proven leadership abilities, and strong experience in luxury hotels, resorts, or high-end hospitality brands. This role requires someone who can anticipate guest needs, build meaningful relationships, and ensure every guest enjoys a seamless and memorable stay.
Key Responsibilities
- Lead, mentor, and manage the Concierge team to deliver world-class guest service.
- Ensure personalized guest experiences by understanding preferences and exceeding expectations.
- Handle VIP arrivals, celebrity guests, corporate clients, and special requests with professionalism and discretion.
- Coordinate transportation, sightseeing, restaurant reservations, adventure activities, spa bookings, and other guest services.
- Build and maintain strong relationships with local vendors, travel partners, luxury service providers, and destination experts.
- Ensure smooth coordination between Front Office, Housekeeping, F&B, Security, Adventure Park, and other operational departments.
- Resolve guest concerns promptly and professionally while maintaining the highest service standards.
- Train, motivate, and develop the Concierge team through continuous coaching and performance management.
- Prepare duty rosters, monitor staffing levels, and ensure operational efficiency.
- Maintain accurate records of guest preferences, feedback, and service requests.
- Monitor guest satisfaction scores and implement improvements to enhance the guest experience.
- Ensure compliance with hotel policies, SOPs, safety standards, and luxury hospitality protocols.
- Promote in-house experiences, premium services, and resort activities to maximize guest engagement and revenue.
Desired Candidate Profile
- Bachelor's degree or Diploma in Hotel Management or Hospitality.
- 8-12 years of experience in luxury hospitality, with at least 3–5 years in a leadership role within Concierge, Guest Relations, or Front Office.
- Experience with renowned hospitality brands will be preferred.
- Excellent personality with impeccable grooming and professional presentation.
- Exceptional interpersonal and communication skills in English and Hindi; additional languages are an advantage.
- Strong leadership and team management skills with the ability to inspire and develop high-performing teams.
- Excellent problem-solving, decision-making, and conflict-resolution abilities.
- Strong local destination knowledge and a passion for creating memorable guest experiences.
- Proficiency in MS Excel, MS Office, and hotel PMS systems (IDS or equivalent).
- Ability to work flexible shifts, weekends, and holidays.
Bachelor's degree or Diploma in Hotel Management or Hospitality
8 - 12 years of experience in luxury hospitality, with at least 3–5 years in a leadership role
Group Director
N/A
