Concierge – Luxury Hotel Guest Services

About the role

We are looking for a dedicated Concierge to lead the Concierge team at our luxury hotel in Munich. The role ensures seamless service for all guests, especially VIPs, by providing accurate information, coordinating special requests, and maintaining the high standards of the Rosewood brand.

Key responsibilities

• Oversee daily operations of the Concierge department, ensuring adherence to policies and service standards.
• Respond promptly to guest inquiries, complaints, and special requests, managing them from start to finish.
• Track and report guest feedback and requests to front‑of‑house management.
• Lead daily briefings to discuss business status, priorities, and follow‑ups.
• Manage staffing logistics, including attendance, roster adjustments, and training support.
• Supervise and motivate team members to deliver exceptional service in line with Rosewood standards.
• When needed, assume duties of the Office Concierge.

Required profile

• Proven experience in luxury concierge operations with a strong focus on guest experience.
• Fluency in English and German and excellent interpersonal and leadership abilities.
• In‑depth knowledge of local destinations, services, and vendor networks.
• Ability to handle complex guest requests with meticulous attention to detail.

Required skills

• Proficiency with hotel property management systems (PMS).
• Experience using customer relationship management (CRM) platforms.
• Familiarity with reservation and booking platforms.