Manager – Concierge (The Chambers)

IHCL and its subsidiaries bring together a group of brands and businesses that offer a fusion of warm hospitality and world-class service. These include Taj – the iconic brand for the most discerning travellers, and ranked as ‘World’s Strongest Hotel Brand’ and ‘India’s Strongest Brand’ across sectors as per Brand Finance Hotels 50 and India 100 reports 2024 respectively; SeleQtions, a named collection of handpicked, storied hotels; Vivanta, a chain of contemporary upscale hotels that celebrate joie de vivre; Ginger, a brand that is revolutionizing the lean-luxe segment, and amã Stays & Trails, a charming portfolio of private bungalows and villas set in picturesque locales. Along with our varied and latest offerings like Gateway, The Claridges Collection, Tree of Life, The Clarks Hotels and Resorts and TajSATs, IHCL has evolved from a Branded House to a House of Brands, offering a diverse portfolio across luxury, upscale, lean luxe, and homestay segments.Role OverviewAs the Manager – Concierge, you will represent IHCL and The Chambers to our members, ensuring seamless service delivery, personalized experiences, and strong relationship management. You will lead the concierge team, coordinate with hotel operations, and uphold the highest standards of confidentiality and professionalism.Key ResponsibilitiesAct as the primary representative of The Chambers for members across the IHCL network.Plan and execute member requests for services and experiences offered across properties.Engage with members during visits to build relationships and enhance loyalty.Lead and manage the concierge team: hiring, training, and supervising to ensure efficiency and guest satisfaction.Coordinate with hotel teams for reservations and special requests; ensure timely responses.Maintain up-to-date knowledge of local attractions, events, dining, and lifestyle options to curate recommendations.Deliver personalized services to VIP guests, including celebrities, dignitaries, and HNIs, ensuring privacy and comfort.Monitor program performance and present insights to hotel teams to reinforce value.Address member concerns promptly and professionally, ensuring confidentiality at all times.Oversee daily concierge operations: staffing, scheduling, and workflow management.Collaborate with marketing and operations for cohesive service and engagement strategies.Prepare and maintain sales and performance reports; track progress toward goals.Functional & Technical CompetenciesProperty Management Systems (PMS) and booking platformsCRM software for tracking member preferences and interactionsProficiency in Microsoft Office (Word, Excel, Outlook)Strong local knowledge of attractions, dining, and lifestyle optionsExcellent problem-solving and organizational skillsAttributes & EssentialsExceptional communication and interpersonal skillsCollaborative approach with internal and external stakeholdersStrong networking abilities and understanding of global lifestyle requirementsHigh standards of customer service and confidentialityRequired QualificationsHotel Management Graduate or Graduate from any other disciplineMBA preferableWork ExperienceMinimum of 5 years’ experienceMust have working knowledge of all aspects of hotel sales, reservation and Concierge management.Language(s) needed in positionEnglish

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