Concierge / Entry Hostest

OVERVIEW OF POSITION

The Concierge – Cosmo Club serves as the face of the club, providing a premium level of service to all members and guests. This role is responsible for managing guest interactions, handling requests, coordinating internal services, and creating memorable, high-touch experiences. Working closely with the Host Manager and various departments, the Concierge ensures each visit to Cosmo Club reflects exclusivity, comfort, and impeccable attention to detail. The Concierge plays a critical role in upholding Cosmo Club's reputation for luxury service, maintaining discretion, and delivering personalized assistance to VIP guests.

• Serve as the first point of contact for Cosmo Club guests, delivering a warm and professional welcome.
• Provide personalized assistance and support for guest inquiries, preferences, and special requests.
• Coordinate internal services including F&B, transportation, gaming support, and housekeeping for a seamless member experience.
• Manage guest bookings for club events, entertainment, and dining.
• Maintain detailed knowledge of Cosmo Club facilities, events, promotions, and policies
• Proactively anticipate guest needs and ensure all service requests are fulfilled efficiently.
• Maintain updated guest profiles to tailor future experiences.
• Coordinate with departments to manage VIP member experiences and ensure exceptional service standards
• Handle and resolve guest complaints promptly, documenting issues and reporting to the Host Manager when necessary.
• Ensure cleanliness and organization of the concierge desk area.

KEY FUNCTIONS

Member Engagement & Service Delivery:

• Deliver bespoke experiences for members and guests of Cosmo Club.
• Anticipate member needs and follow up to ensure satisfaction and loyalty.
• Foster a high-touch, exclusive atmosphere through service consistency.

Event & Reservation Coordination:

• Manage reservations for events, shows, dining, and private bookings.
• Coordinate special arrangements such as birthday setups, private tours, or preferred seating.

Internal Communication & Collaboration:

• Work closely with Host, F&B, Gaming, and Security teams to fulfill guest service requirements.
• Provide daily updates and shift handover reports for smooth transitions between concierge staff.

VIP & Loyalty Management:

• Maintain updated profiles of VIP and frequent members to provide tailored services.
• Ensure discreet handling of sensitive guest preferences and requests.

Feedback Handling & Documentation:

• Log guest interactions and service recovery details in CMS or concierge logs.
• Identify recurring service gaps and propose improvements to management.