Assistant Chief Concierge

Hyatt Centric Victoria Harbour Hong Kong is an abiding big family thronged with fueled enthusiasts! Care is at the heart of our business; we care for people so they can be their best!

Responsibilities

• Assist the Chief Concierge in managing the daily operations of the Concierge, Bell and Transportation Services.
• Supervise Concierge colleagues' attendance, duty performance and daily operations to ensure smooth and efficient service delivery.
• Act as a key communication link between the Chief Concierge and the Concierge team, ensuring information is communicated accurately and effectively.
• Lead the team in delivering exceptional concierge services, including guest assistance, transportation arrangements, dining reservations, local recommendations, parcel handling, baggage services and special requests.
• Ensure all guest enquiries, concerns and complaints are handled professionally, promptly and effectively.
• Maintain extensive knowledge of hotel facilities, local attractions, restaurants, entertainment venues, transportation options and city events.
• Build and maintain strong relationships with external partners, including restaurants, transportation providers, tour operators and local businesses.
• Monitor and uphold departmental service standards, policies and procedures in accordance with hotel brand standards.
• Assist in the recruitment, onboarding, training and development of Concierge colleagues, ensuring continuous improvement in service delivery.
• Conduct on-the-job coaching and training to maintain professional service standards and operational excellence.
• Proactively identify opportunities to enhance guest experiences, improve procedures and strengthen Concierge operations.
• Stay abreast of local events, industry trends and guest preferences to provide personalized and up-to-date recommendations.

Qualifications

• Diploma, Higher Diploma or Degree in Hospitality Management, Tourism Management or related disciplines.
• Minimum 4-5 years of relevant experience in Concierge, Guest Services or Front Office operations within a luxury hotel environment.
• At least 2-3 years of supervisory experience in Concierge or a similar guest-facing leadership role.
• Strong knowledge of local attractions, restaurants, transportation networks, cultural events and tourism services.
• Active membership in Les Clefs d'Or or progress towards membership is an advantage.
• Excellent leadership, team management, coaching and interpersonal skills.
• Strong problem-solving abilities with a proactive and guest-focused mindset.
• Exceptional communication and relationship-building skills.
• Ability to work effectively under pressure in a fast-paced luxury hospitality environment.
• Proficiency in spoken and written English, Cantonese and Mandarin; additional language skills are advantageous.
• Proficient in Microsoft Office applications and hotel property management systems.