Concierge Team Lead / Supervisor

Job Purpose To supervise and lead the concierge team, ensure smooth daily operations, drive sales performance, build strong relationships with hotel partners, and deliver personalized, high-quality experiences that exceed guest expectations. Key Responsibilities • Team Leadership: Supervise, guide, and motivate concierge agents to achieve sales targets and maintain exceptional service standards. • Daily Operations: Manage daily activities at hotel concierge desks, ensure adequate staffing, monitor attendance, and maintain professional presentation. • Guest Experience: Ensure every guest receives personalized recommendations and seamless assistance with bookings, arrangements, and inquiries. • Sales & Revenue: Drive sales of Beno's services, including yacht charters, luxury car rentals, water sports, desert experiences, tours, transfers, and other premium activities. • Performance Management: Monitor individual and team performance, track sales results, and prepare regular reports for management. • Hotel Relationships: Build and maintain strong working relationships with hotel management, concierge teams, front office staff, and other key stakeholders. • Training & Development: Train new employees, coach team members, and ensure the team has comprehensive knowledge of Beno's services, pricing, promotions, and service standards. • Quality Control: Conduct regular desk inspections, review guest feedback, resolve service issues, and implement corrective actions where necessary. • Booking Coordination: Ensure bookings, payments, guest requests, and operational arrangements are handled accurately and followed up on time. • Upselling & Cross-selling: Encourage the team to recommend relevant additional services and tailor experiences to guests' preferences. • Compliance: Ensure adherence to company policies, hotel procedures, grooming standards, reporting requirements, and approved pricing guidelines. Key Performance Indicators (KPIs) • Achievement of individual and team sales targets. • Revenue growth and average transaction value. • Guest satisfaction scores and customer feedback. • Conversion rate of inquiries into confirmed bookings. • Quality and accuracy of bookings and transactions. • Compliance with hotel and company service standards. • Team attendance, productivity, and performance. • Development of strong relationships with hotel partners. What We Offer • The opportunity to work within a growing luxury experiences brand. • A dynamic and professional hospitality environment. • Opportunities for career development and advancement. • A performance-driven culture that values initiative, teamwork, and exceptional service. Share • Minimum 4 5 years of experience in concierge services, luxury hospitality, travel and tourism, guest relations, or a similar customer-facing role. • At least 1 2 years of experience in a supervisory or team leadership position. • Previous experience in a luxury hotel or a hotel-based concierge or travel desk is highly preferred. • Strong leadership, communication, interpersonal, and problem-solving skills. • Proven ability to drive sales, achieve targets, and motivate a team. • Excellent knowledge of Dubai's luxury hospitality, tourism, and leisure experiences. • Strong customer service mindset with the ability to handle VIP guests and demanding situations professionally. • Good organizational skills and proficiency in Microsoft Office and booking or CRM systems. • Fluency in English is essential; additional languages are an advantage. • Flexibility to work shifts, weekends, and public holidays as required by the business.