Concierge Team Lead / Supervisor

About Beno
Beno specializes in delivering unforgettable luxury experiences and exceptional services to clients through premium hospitality, yacht charters, car rentals, deset safaries, water sports and exclusive leisure experiences. We are looking for a motivated and service-oriented Concierge Team Lead / Supervisor to lead our concierge team operating from hotel-based travel desks and ensure the highest standards of guest service and operational excellence.

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.
Requirements & Qualifications
- 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.
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.