Key Responsibilities Lead, mentor, and develop the Concierge Team to deliver world-class guest service. Ensure all guest requests, enquiries, and special arrangements are handled professionally and efficiently. Build and maintain strong relationships with local tourism providers, restaurants, transport companies, and entertainment venues. Coordinate VIP arrivals, departures, and special guest requirements. Manage luggage services, transportation arrangements, sightseeing bookings, and guest itineraries. Maintain comprehensive knowledge of local attractions, events, and services. Handle guest complaints and service recovery in a professional and timely manner. Ensure compliance with hotel policies, procedures, and brand standards. Monitor departmental performance, guest feedback, and service quality metrics. Assist with budgeting, scheduling, staffing, and departmental administration. Lead the Guest Relations function and ensure exceptional guest engagement throughout the guest journey. Personally welcome VIP guests, repeat guests, and special arrivals. Monitor guest feedback, online reviews, and guest satisfaction scores, implementing action plans where required. Handle guest concerns, complaints, and service recovery with professionalism and urgency. Drive initiatives to enhance guest satisfaction, loyalty, and brand reputation. Ensure guest preferences and profiles are accurately maintained and utilized to personalize service delivery. Coordinate special occasions, celebrations, and guest recognition programs. Minimum Requirements Minimum 35 years' experience in a Concierge leadership role within a luxury or 5-star hotel environment. Hospitality qualification advantageous. Excellent knowledge of Cape Town attractions, tourism products, and guest services. Strong leadership and team management skills. Exceptional communication and interpersonal skills. Ability to remain calm and professional under pressure. Computer literacy, including Microsoft Office and hotel property management systems. Valid driver's licence advantageous. Fluent in English; additional languages will be advantageous.