Chief Concierge at InterContinental Chiang Mai The Mae Ping

Key Responsibilities:

Guest Experience Management:

• Lead the concierge team to provide personalized service and local recommendations to guests.
• Ensure all guest requests and inquiries are handled efficiently, from transportation, dining reservations, and tours to special arrangements.
• Manage VIP and special guest arrangements, ensuring their preferences are met to the highest standard.

Leadership and Team Management:

• Train, mentor, and develop the concierge team, ensuring consistent delivery of exceptional guest services.
• Oversee the scheduling, performance, and day-to-day operations of the concierge team.
• Conduct regular briefings with staff to align with guest expectations and hotel standards.

Local Expertise:

• Maintain an in-depth knowledge of Chiang Mai’s attractions, dining, cultural events, shopping, and transportation options.
• Build and maintain strong relationships with local vendors and service providers to secure the best options for guests.
• Continuously update the team with local insights, new trends, and exclusive offerings.

Guest Relations:

• Act as the key point of contact for high-profile guests, ensuring their needs are anticipated and exceeded.
• Address guest complaints and concerns promptly, working with relevant departments to provide quick resolutions.
• Assist in arranging bespoke guest experiences and personalized itineraries to ensure memorable stays.

Communication and Coordination:

• Coordinate with front office, housekeeping, food & beverage, and other departments to ensure smooth service delivery.
• Liaise with third-party vendors for special requests, ensuring quality and reliability.
• Prepare reports and updates on guest interactions, service requests, and team performance for senior management.

Brand Ambassador:

• Uphold and represent the InterContinental brand by delivering service that reflects luxury, attention to detail, and cultural awareness.
• Ensure the concierge desk and surrounding areas reflect the hotel’s image of luxury and sophistication.