[RWMUN] - Concierge

OUR PURPOSE AND CULTURE We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place. YOUR ROLE Responsibility for ensuring the efficient operation of the Concierge team. Efficient provision of all necessary information for guest and visitor inquiries, as well as coordination of all guest requests regarding special arrangements or services. Ensuring that the immediate needs of VIPs are attended upon arrival and closely monitoring their entire stay. When required, also assumes the duties of the Office Concierge as outlined below. HOW YOU'LL MAKE THE PLACE * Ensure full adherence to department policies, procedures, and service standards, maintaining excellence at all times * Oversee daily operations of the Concierge department * Proactively manage guest inquiries and complaints, ensuring timely resolution and follow-up * Record, track, and report guest feedback and requests accurately to FOH management * Lead and participate in daily briefings to review business status, priorities, and follow-ups * Manage staffing logistics, including attendance tracking and roster adjustments * Support training and development of Concierge team members and other hotel associates * Supervise and motivate team members to deliver exceptional service in line with Rosewood Munich standards COULD THIS BE YOU? * Proven experience in luxury concierge operations with a strong focus on delivering exceptional guest experiences * Fluency in English and German, with strong interpersonal and leadership skills * In-depth knowledge of local destinations, services, and vendor networks * Proficiency in hotel systems (PMS, CRM, and reservation platforms) * Demonstrated ability to maintaining service excellence * Strong organizational skills, including team scheduling and operational coordination * Ability to manage complex guest requests end-to-end with attention to detail