Concierge and Bell Service Manager

Overview

Sofitel Bali Nusa Dua Beach Resort is a 5-star luxury beachfront property featuring tropical gardens, modern architecture, and exclusive experiences. The resort offers 413 rooms (including 39 suites and villas), three restaurants, two bars, Sofitel FITNESS, Sofitel SPA, a kids club, 24 function venues (including a Grand Ballroom and a Beachfront Ballroom), and Club Millésime for dining, wine, and Balinese charm. Job Description

Concierge and Bell Service Manager

oversees the daily operations of the concierge and bell service teams, ensuring guests receive exceptional, personalized service from arrival to departure. This management role involves supervising staff, handling complex guest requests, and coordinating with other hotel departments to create a seamless guest experience. Responsibilities

Team Leadership and Supervision: Manages, trains, and mentors the concierge and bell staff, ensuring proper staffing levels and adherence to hotel standards. Guest Services Orchestration: Oversees all guest interactions, from warm greetings and luggage assistance to check-ins and check-outs, ensuring a high level of satisfaction. Curating Experiences and Information: Maintains comprehensive knowledge of local attractions, dining, events, and transportation options to provide tailored recommendations and secure difficult-to-get reservations or tickets for guests. Logistics Management: Ensures efficient handling and tracking of guest luggage, mail, packages, and deliveries, including short-term and long-term storage. Problem Resolution: Acts as a primary point of contact for guest complaints or issues, resolving problems promptly and effectively to turn potentially negative experiences into positive ones. Coordination and Communication: Liaises with the front desk, housekeeping, security, and other departments to meet guest needs and coordinate special requests or events. Administrative Duties: Manages staff scheduling, maintains guest records (including preferences for VIPs), and monitors departmental inventory and equipment. Qualifications

Minimum 5 years of experience in Operations of Concierge & Bell Service, with at least 2 years in a managerial role in luxury hospitality. Strong knowledge of Sofitel or other international luxury hotel brand standards. Exceptional Customer Service: A genuine passion for hospitality and a proactive, customer-centric approach. Excellent verbal and written communication skills, with multilingual abilities being a plus for international clientele. Strong decision making and problem-solving skills, with the ability to remain calm and resourceful under pressure. A professional and friendly demeanor with the ability to build rapport with diverse guests and staff. Meticulous attention to detail to ensure accuracy in bookings, records, and service delivery. Familiarity with hotel property management systems (PMS). Proficiency in standard office software (Microsoft Office, email) and communication devices (radios, smartphones). Deep local knowledge of the surrounding area and network of local service providers.

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