Concierge and Bell Service Manager

Company Description

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture. Offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities.

Indulge in a culinary journey at three restaurants and two bars, rejuvenate at Sofitel FITNESS and Sofitel SPA, and delight in the outdoor and indoor kids club. Additionally, the resort features 24 function venues, including a Grand Ballroom and a Beachfront Ballroom. Discover the ultimate Art de Vivre at Club Millésime, where delectable cuisine, exquisite wines, and Balinese charm await. Nestled in the serene Nusa Dua enclave, this remarkable 5-star beach resort offers easy access to Bali's tranquil eastern coastline. Just a 10-minute drive from the airport and a short distance from the water sport coastal area of Tanjung Benoa, it is situated within the exclusive resort area of Nusa Dua, showcasing a picturesque sunrise, pristine beach, and a 7 km beachside pathway ideal for morning walks or cycling tours.

Job Description

A 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.

Key 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 administrative tasks such as staff scheduling, maintaining guest records (including preferences for VIPs), and monitoring departmental inventory and equipment.

Qualifications

Qualifications

• Minimum 5 years of experience in Operational 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.
• Communication: Excellent verbal and written communication skills, with multilingual abilities being a plus for international clientele.
• Problem-Solving: Strong decision-making and problem-solving skills, with the ability to remain calm and resourceful under pressure.
• Interpersonal Skills: A professional and friendly demeanor with the ability to build rapport with diverse guests and staff.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in bookings, records, and service delivery.
• Technical Skills:
• 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