Concierge Manager

SUMMARY:
Ultra Luxury Hotel opening in Sea Point is looking for a Concierge Manager.
 
The Concierge Manager leads the concierge department, ensuring that every guest receives expert, personalised local knowledge and impeccable assistance. From exclusive restaurant reservations to bespoke travel arrangements, this role curates extraordinary experiences that elevate the guest stay beyond expectation.
 
Proven hotel pre-opening experience is essential. The candidate must have been an integral member of a hotel opening team, actively involved in establishing operational standards, systems, service culture, and team structures from the ground up prior to the property’s first guest arrival.

POSITION INFO:
Duties:
 
Lead and manage the concierge team including bell staff and doormen.
Build and maintain an extensive network of local contacts: restaurants, theatres, tour operators, and exclusive experiences.
Assist guests with restaurant reservations, sightseeing, transportation, event tickets, and all special requests.
Develop and maintain an up-to-date concierge resource library of local information and insider knowledge.
Ensure the hotel entrance, lobby, and concierge desk are always impeccably presented.
Coordinate VIP arrivals, including airport transfers, personal shopping, and bespoke itinerary planning.
Train and develop the concierge team on destination knowledge, etiquette, and luxury service standards.
Manage guest luggage handling procedures and ensure security and accuracy.
Handle guest queries, complaints, and requests in a warm, knowledgeable, and efficient manner.
Collaborate with butler and guest services teams for integrated guest experiences.
Maintain membership and active participation in Les Clefs d’Or or equivalent professional organisations.
Prepare departmental reports, training plans, and shift schedules.
 
Requirements:
 
Diploma or Degree in Hospitality Management or related field.
Minimum 5 years’ concierge experience, with at least 2 years in a management role.
Les Clefs d’Or membership or candidacy is highly desirable.
In-depth knowledge of Cape Town’s luxury dining, entertainment, and travel landscape.
Valid driver’s licence.
Demonstrated experience serving an international, high-net-worth, and culturally diverse clientele, with a refined understanding of the nuanced expectations, sensitivities, and preferences of discerning global travellers.
Prior experience within an ultra-luxury property is strongly preferred, with a thorough understanding of the intimate, detail-obsessed, and hyper-personalised service culture that defines a 68-key operation where every guest interaction carries the full weight of the brand and no request is too small to matter.
Encyclopaedic knowledge of local and international luxury lifestyle offerings.
Warm, welcoming, and exceptionally well-mannered.
Strong organisational and networking abilities.
Resourceful and solutions-focused.
Elegant communication style, both verbal and written.
Multilingual skills are a significant advantage.