Concierge Supervisor

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

A Manhattan landmark on Billionaires’ Row. Experience five-star, New York hotel living in our modern-deco landmark designed by famed architect I.M. Pei. Located on “Billionaires’ Row” at the city’s most prestigious address between Park Avenue and Madison Avenue, you’re just steps from Central Park and Madison Avenue shopping. Come and unwind in our sun-filled suites (some of the largest in Manhattan), take in the unparalleled city and park views, and experience serenity and luxury high above Manhattan’s exhilarating whirlwind.

About the role
The Concierge Supervisor assists in directing the concierge team. Primarily responds to a wide variety  of guest requests by accurately assessing the guests’ needs and adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’policies.

What you will do

• Assist in resolving customer complaints and accommodates their special requests.

• According to the management structure and organization, take part of VIP pre-arrivals.
experience and represents Four Seasons as an ambassador by assisting VIP customers.
• Assist management team in maintaining a cohesive and high performing team.
• Assist management team maintaining accurate information for restaurants, museums, attractions, maps, and other local attractions are updated and current in procedures and systems. Knows what activities are available in the island and differences between recommended vendors and ensure that rest of team is trained on this topic.
• Works closely with other departments to ensure smooth handling of guest requests.
• Runs and take part of the day to day operations, train, develops and supervises the performance of direct subordinates on daily basis to ensure the efficient running of operations and provides them with on the job feedback, serving as a mentor and a role model.
• Support and work closely with dedicated trainer team to keep training manual up to date. Ensure that any new updates and procedures are shared and that the whole team is comfortable and trained in these processes.
• Ensure of the correct application of department P&P and standards by the concierge team by performing standard testing.
• Take part of the preparation of the schedule of the Concierge team and review it on a regular basis to ensure sufficient manning in order to provide the expected Four Seasons service.
• Take ownership of projects given and deliver those in a timely manner.
• Lead by example and ensure the concierge desk and storage areas are kept in an orderly manner and are constantly restocked.
• Work closely with Guest Experience department and assist covering duties whenever needed.

What you bring

• Excellent personal presentation, interpersonal and leadership skills
• Attention to detail and the ability to multi task are required together with ability to prioritize and handle stressful situation.
• Strong problem solving skills.
• Team player.
• Excellent communication skills and demonstrated ability to interact with customers, employees and third parties.
• Flexible schedule and the ability to work all shifts including evenings, weekends and holidays.
• Proficiency in Word and Excel; Opera is a plus.

What we offer: 
•    Competitive Salary, wages, and a comprehensive benefits package
•    Excellent Training and Development opportunities
•    Complimentary Accommodation at other Four Seasons Hotels and Resort
•    Complimentary Dry Cleaning for Employee Uniforms
•    Complimentary Employee Meals

•   Commuter Benefit

https://careers.fourseasons.com/us/en/job/REQ10344928/Concierge-Supervisor