Concierge Supervisor – The Langham, Boston
Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts and Cordis Hotels and Resorts brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.
The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will be leading a passionate & talented Concierge Team to drive excellence in guest satisfaction and the overall success of the department, by delivering high standards in guest experience & colleague engagement in alignment with the culture and values of Langham Hospitality Group.
Key Responsibilities:
- Ensure the highest level of guest service by anticipating guests’ needs while maintaining all standards, including Forbes, Langham Brand, and departmental standards.
- Supervise, train and coach Concierge colleagues; ensuring all colleagues consistently practice all above-mentioned standards.
- Communicate and record guest information in a timely manner to enhance guest experience and increase guest loyalty.
- Work closely with Guest Relations, Langham Club, Front Desk, Housekeeping, and any applicable departments to ensure a positive outcome for any guest issues.
- Collaborate with Rooms Division leaders and other departments to achieve long-term goals.
- Ensure that all Concierge colleagues complete daily job responsibilities.
- Set and lead by example for the team, ensuring consistent professionalism and service excellence.
- Prepare weekly schedule based on business levels, anticipated events, etc.
- Review daily events, note group and VIP arrivals, and familiarize departmental colleagues at the start of each shift.
- Conduct performance appraisals for Concierge colleagues.
- Respond to guest requests promptly, ensuring outstanding service. Post all applicable charges in a timely manner, ensuring correct procedures are followed and required backup paperwork is completed.
- Provide accurate directions, make appropriate recommendations, and manage reservations for restaurants, theaters, sporting events, etc.
- Record and manage all package handling, guest requests, and any related situations in appropriate systems.
Qualifications:
- Previous experience in a five-star hotel environment is a plus
- Proven supervisory skills with the ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies.
- Must have excellent knowledge of Boston.
- Ability to work in a fast-paced environment with frequent interruptions.
- Digital dexterity, capable of using a computer keyboard.
- Proficient knowledge of required systems (e.g., Shiji, ALICE, Hotsos)
- Ability to remain calm and attentive, especially during high hotel activity and emergencies.
- Able to stand for duration of shift
- CPR Certification a plus
- Legally authorized to work in the United States
For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/boston/
