岗位职责:
The Concierge Supervisor at LEGOLAND Hotel Shanghai oversees bellmen and concierge operations, ensuring exceptional guest service. They lead, train, and schedule the team, promoting a guest-focused environment and adherence to brand standards. Acting as the primary contact for guest requests, they handle luggage assistance, transportation, and family-friendly recommendations. The supervisor addresses guest concerns, coordinates with other departments, and ensures a seamless experience. This role requires strong leadership, excellent communication skills, and a commitment to customer service to maintain LEGOLAND’s welcoming atmosphere and ensure an enjoyable stay for all guests.

Main Responsibilities

1. Scope

As the Concierge Supervisor, you will be responsible for performing the following tasks to the highest standards:

- Manage daily operations of the concierge and bellmen team to ensure smooth and efficient service.
- Lead, motivate, and inspire the concierge and bell staff to provide enthusiastic, family-friendly service that aligns with LEGOLAND’s brand standards.
- Develop and implement training programs covering customer service, LEGOLAND brand standards, guest interaction protocols, valet procedures, and safety measures.
- Engage with guests in a friendly and approachable manner, ensuring their questions are answered, and needs are met promptly.
- Coordinate guest arrivals and departures, including luggage handling, parking assistance, and transportation arrangements for a seamless check-in and check-out experience.
- Actively keep informed about Shanghai’s local attractions, events, and dining options to offer valuable recommendations and enhance the guest experience.
- Arrange special services for guests, such as car services, dining reservations, tours, and event tickets, with precision and attention to detail.
- Address guest complaints or concerns with empathy and professionalism, offering immediate solutions and following up to ensure satisfaction.
- Supervise safe and secure luggage storage and handling, following security protocols to prevent loss or damage.
- Work closely with the front desk, housekeeping, and other departments to facilitate smooth service transitions and meet guest needs effectively.
- Maintain cleanliness and organization at the concierge, bell, and valet desks, keeping them stocked with maps, brochures, and local guides for guest information.
- Build and maintain relationships with local vendors, restaurants, and event organizers to secure exclusive deals or recommendations for guests.
- Monitor and manage inventory for concierge supplies, welcome materials, and valet and luggage handling tools, reordering as needed to ensure team preparedness.
- Review guest feedback from surveys and online reviews, implementing adjustments to improve concierge, bell, and valet services based on recurring issues.
- Adhere to and enforce hotel policies, health, safety regulations, and local legal standards in all concierge, bell, and valet operations.
- Provide VIP and special guest assistance, offering personalized attention for a unique, tailored experience.
- Act as a liaison for guest-related issues, coordinating with management to ensure smooth resolution of complex situations.
- Ensure a high standard of personal presentation for both the supervisor and team, adhering to LEGOLAND's dress code and grooming standards.
- Have a “never say no” attitude and mentality.
- Ensure the lobby maintains an elegant and orderly atmosphere for guests, upholding a welcoming and organized environment.

2. Leadership

- Conduct regular team meetings to discuss updates, challenges, guest feedback, and recognize team achievements, keeping everyone informed and motivated.
- Track team performance, offering constructive feedback, setting performance goals, and encouraging professional growth to maintain high service standards.
- Foster a positive, inclusive work environment with open communication and recognition of individual contributions.
- Prepare daily and weekly reports documenting operations, guest requests, valet incidents, and performance metrics for hotel management.
- Supervise valet parking operations, ensuring secure and careful handling of guest vehicles, proper parking documentation, and prompt retrieval of vehicles.

3. Training

- Actively take part in training the team, facilitating formal training sessions and on-the-job training to ensure that all team members are of the same standard.
- Attend training where and when required.
- Attend and participate in monthly manager meetings within the Front Office.
- Attend weekly OTA meetings to ensure score objectives are met and discuss feedback given by the guests.

4. Technical Security

- Ensure guests’ confidential information are privately archived and not shared with third-party vendors that are not otherwise licensed by Legoland.

5. Health and Safety

HSS at Merlin is the responsibility of all staff, so every employee has a duty to themselves, their colleagues and Merlin’s guests to work safely at all times.

This means that they are expected to:
- Follow established safe working practices and controls, use any personal protective equipment they are issued with, and abide by all relevant HSS rules and standards.
- Report immediately any HSS incidents, including unsafe acts or conditions, near-misses and injuries.
- Suggest any ideas they have for HSS improvements to their manager.
- Support Merlin’s measures to improve HSS performance.
- Participate in HSS training, campaigns and initiatives.
- Co-operate with health screening and surveillance as required.

If any employee feels that their HSS concerns have not been properly addressed locally, they should inform the Group HSS team, the Group HSS Director, the Human Resources department or the Whistleblowing Hotline.

Job Requirements

1. Work and Educational Background

- College degree or above, if there is work experience in a shared position, the educational requirements may be adjusted.
- At least two years in a supervisory level position in Concierge operation.
- Skilled in handling guest relationships and able to quickly and effectively address various issues.
- Proficient in mastering and using computers.
- Shift work is required, including weekends and national public holidays.
- Emergency situations and emergencies need to be handled.
- Fluent in more than one language- Able to read, write, speak, and understand English to communicate effectively with guests and colleagues.
- A member of the Golden Key Association is preferred.
- Must have a C Level driving license.

2. Skills and Knowledge

A Concierge Supervisor is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

- Fluent in computer operation and basic computer software skills such as Microsoft Word, Excel, PPT, Outlook, etc.
- Maintain high customer service focus by approaching your job with the customers always in mind.
- Strong sense of principle, professional management ability, a good team player, excellent interpersonal skills, sense of decency, honest and reliability.
- Have a strong sense of responsibility and learning ability.
- Ability to handle multiple tasks and work under pressure.
- Attention to detail and strong problem-solving skills.
- Excellent communication skills and customer service abilities.
- Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
- Strong sense of responsibility and eagerness to learn.
- Keen observational skills, with the ability to effectively lead and delegate tasks to the concierge and bellmen team.
- Maintain welcoming atmosphere and ensure an enjoyable stay for all guests.