Head Concierge

Mission: The Head Concierge, as an expert prescriber and true ambassador of the destination, is responsible for the department and defines, develops and implements the destination experiences for customers, always providing them with unique and personalised services and products.

What will you have to do?

• Supervise and coordinate all Conciergerie operations
• Manage the Concierge team, ensuring that they efficiently comply with the department's daily operational processes, always ensuring the customer experience, customising their stay, anticipating their needs and exceeding their expectations
• Define, develop and implement the destination experiences strategy, offering customers unique and bespoke experiences according to their preferences
• Efficiently manage all guest requests, applying upselling and cross-selling techniques to optimise the hotel's extra revenues, committing to achieving total guest satisfaction
• Manage customer incidents, following the established protocols
• Be knowledgeable of and share with their team the quality and guests satisfaction goals and ensure their fulfilment, creating and defining improvement plans if necessary
• Research and develop innovative experiences and services that keep the hotel at the forefront

What are we looking for?

• Minimum of 2–3 years of experience in a similar role within a luxury hotel environment
• Membership in Les Clefs d'Or (Golden Keys) is a strong plus
• Fluency in Portuguese and English (spoken and written)
• In-depth knowledge of the local destination and cultural offerings
• Familiarity with Opera Cloud PMS is highly valued
• Strong leadership and team management skills
• Proactive, decisive, and solution-oriented mindset
• Creativity, initiative, and passion for delivering exceptional guest experiences