Chief Concierge

Role Overview

At Rosewood Red Sea, the Chief Concierge oversees the entire Concierge and Guest Services department, ensuring guests experience smooth, tailored, and professional assistance throughout arrival, stay, and departure stages. This pivotal position shapes guests' first and last impressions of the resort by crafting custom experiences, managing transportation and luggage logistics, and delivering service that aligns with Rosewood's luxury standards.

Key Responsibilities

• Lead operations for Concierge and Guest Services including airport greeting, doormen, and bell staff.
• Coordinate guest arrivals, departures, transportation, and luggage handling to maintain fluid service flow.
• Manage limousine and airport services while fulfilling personalized guest requests and curating bespoke local experiences.
• Maintain comprehensive knowledge of the destination, networking with activity providers and partners across the island.
• Inform the team about local happenings, events, and trends to meet guest interests.
• Maintain a strong visible presence at main guest contact points such as entrances and libraries.
• Supervise guest movement and luggage sequencing, coordinating with third-party luggage providers.
• Handle guest complaints and issues professionally with prompt resolution.
• Collaborate closely with Front Office, Guest Relations, Butler Services, and Transportation departments to manage VIPs and special requests effectively.
• Support logistics for group arrivals, departures, and special events with clear communication and execution.
• Promote resort offerings to encourage guest engagement and revenue growth.
• Lead, coach, and develop the team to uphold superior service standards, positive morale, and operational consistency.
• Manage staff schedules, shifts, briefings, coaching, and performance monitoring.
• Assist in the recruitment, training, and professional growth of Concierge personnel.
• Contribute to updating operational procedures and service standards to enhance the department.

Requirements

• At least 5 to 7 years' experience in Concierge roles, including minimum 2 to 3 years in leadership within luxury hotels or resorts.
• Strong expertise in Concierge operations, guest service excellence, and Front of House coordination.
• Experience managing bell services, transportation, and guest movement is highly desirable.
• Deep destination knowledge and ability to foster relationships with external service providers.
• Prior luxury or ultra-luxury hospitality experience preferred; pre-opening hotel exposure is a plus.
• Proven leadership, coaching, and team-building capabilities.
• Excellent organizational skills with the capacity to juggle multiple guest service points efficiently.
• Outstanding communication, interpersonal skills, and attention to detail.
• Familiarity with Front Office and guest service systems is preferred.