About this role
Lead and supervise the concierge team, providing guidance, training, and performance management to ensure exceptional service deliveryManage guest requests and special requirements with professionalism and attention to detail, ensuring timely and satisfactory resolutionCoordinate reservations, restaurant bookings, transportation arrangements, and activity bookings for guestsProvide expert local knowledge and personalized recommendations regarding attractions, dining, cultural sites, and experiences in Agra and surrounding regionsMaintain comprehensive vendor and partner relationships including restaurants, tour operators, transportation services, and entertainment venuesHandle complex and high-priority guest requests, including emergency situations and VIP accommodationsOversee concierge desk operations, including scheduling, inventory management, and administrative documentationEnsure consistent quality standards and service excellence across all concierge servicesDevelop and maintain detailed local information resources and databases for guest referenceCollaborate with other hotel departments to coordinate seamless guest experiences and resolve interdepartmental issuesMonitor guest satisfaction and gather feedback to continuously improve concierge servicesRepresent the hotel in professional concierge associations and maintain industry best practicesManage concierge budgets and track expenses related to guest services and team operations
Minimum 8-9 years of professional concierge experience in a luxury hotel or hospitality environmentProven leadership experience managing and supervising a concierge team of 3 or more staff membersExceptional knowledge of Agra, including major attractions, cultural sites, dining establishments, and local experiencesFluency in English; additional language proficiency (Hindi, French, or German) is highly valuedStrong organizational and multitasking abilities with the capacity to manage multiple guest requests simultaneouslyExcellent interpersonal and communication skills with the ability to interact professionally with guests from diverse backgroundsProficiency in hotel management systems and reservation software platformsDemonstrated ability to handle high-pressure situations and resolve complex guest issues with composure and professionalismStrong vendor and relationship management capabilities with proven track record of maintaining partnershipsCertification from Les Clefs d'Or (International Concierge Association) or equivalent professional concierge credentialExperience in a Fairmont property or other luxury hotel chainKnowledge of travel logistics, visa requirements, and international travel arrangementsExperience with budget management and expense tracking for departmental operationsFamiliarity with cultural tourism and heritage site management in IndiaBackground in hospitality training and staff development programsExperience representing the hotel in professional concierge associations and industry forums WHAT IS IN IT FOR YOU:
Come As You AreWork With PurposeGrow, Learn and EnjoyExplore Limitless Possibilities