Guest Experience Specialist

1 month ago

Hazel Grove, Stockport, United Kingdom Caruso Full time
Job Title: Concierge Manager

The Concierge Manager for the West Los Angeles region is a guest-facing position, responsible for leading all Concierge Ambassadors, by example, to ensure five-star services and experiences. This position must be passionate about providing outstanding luxury hospitality and will be dedicated to The Grove and its valued guests.

Key Responsibilities:
  • Lead, mentor, and inspire the concierge team, cultivating a culture of excellence and continuous improvement
  • Develop and train Ambassadors on creative approaches to enhance the guest experience
  • Foster a team environment that motivates and sustains exceptional performance
  • Serve as a liaison between management and concierge staff, ensuring clear communication and effective strategy implementation
  • Interview and make hiring recommendations for Concierge positions
  • Oversee staffing schedules and ensure roaming concierge duties for optimal customer service
  • Solicit and address employee feedback, maintaining an "open door" policy
  • Act as a brand ambassador, representing the retail center's values and commitment to excellence in all interactions
  • Maintain a thorough understanding of the Los Angeles hospitality landscape to provide exceptional service and recommendations to guests
  • Direct and oversee the Caruso Signature loyalty program, ensuring effective communication of benefits to tenants and guests
  • Collaborate with the Marketing team to promote Caruso and The Grove initiatives
  • Develop and implement strategies to elevate concierge service, aligning with the needs and preferences of the Los Angeles community
  • Curate personalized experiences and exclusive offerings by collaborating with local businesses and cultural institutions
  • Stay updated on hospitality industry trends and incorporate innovative ideas into property operations
  • Oversee special events, promotions, and partnerships to enhance the retail center's profile and community engagement
  • Foster strong relationships with retail tenants, collaborating on initiatives to drive foot traffic and enhance guest experience
  • Analyze customer feedback and market trends to identify opportunities for improvement in concierge services
  • Manage guest/tenant requests to fulfill the "full service" commitment, including reservations, travel arrangements, and other services
  • Perform administrative duties and manage payroll
  • Execute annual budget, monthly forecasts, and expense reporting for the Concierge department
  • Manage holiday activities and additional staffing for events
  • Ensure all guest/tenant requests are recorded in designated data systems
  • Create a supportive work environment encouraging innovation and teamwork
  • Manage charitable requests and guest experience enhancements
  • Uphold high standards of professionalism, integrity, and ethical conduct in concierge management
  • Perform other duties as assigned

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