Concierge Supervisor

At Crowne Plaza Kathmandu Pulchowk, we believe in the beauty of balance, where contemporary elegance, purposeful service, and meaningful connections come together. Nestled in the vibrant heart of city, our new upcoming hotel offers 175 thoughtfully designed rooms, exceptional dining destinations, rejuvenating wellness spaces, and versatile venues for inspired meetings and events.

We create truly memorable experiences through exceptional service, seamless event execution, and meaningful guest connections. But could you be the one helping our guests discover the best of Kathmandu while ensuring every request is handled with warmth and care? We’re searching for a Concierge Supervisor to lead our Concierge team and create personalized experiences by anticipating guest needs, sharing local knowledge, and ensuring every arrival, departure, request, and recommendation is handled seamlessly at Crowne Plaza Kathmandu Pulchowk.

A little taste of your day-to-day

Every day is different, but you’ll mostly be

● Supervising the daily Concierge operations to ensure warm, professional, and personalized service is consistently delivered to guests

● Leading, coaching, and motivating Concierge colleagues to create memorable experiences and maintain high service standards

● Welcoming guests and providing personalized assistance, recommendations, and information about the hotel, Kathmandu, local attractions, restaurants, shopping, transportation, and cultural experiences

● Anticipating guest needs and proactively arranging services, activities, transportation, restaurant reservations, tours, tickets, and other special requests

● Assisting VIPs, long-stay guests, special occasion guests, and other high-profile visitors with personalized arrangements and attention to detail

● Coordinating closely with Front Office, Housekeeping, Food & Beverage, Sales, Reservations, Security, and other departments to ensure guest requests are communicated and followed through

● Maintaining strong relationships with external service providers, transportation partners, tour operators, restaurants, and other local contacts to support guest requirements

● Supervising luggage assistance, transportation arrangements, airport transfers, valet or parking coordination, and other guest services where applicable

● Monitoring guest requests, special arrangements, pending tasks, and follow-ups to ensure nothing is missed and all requests are completed within the expected timeframe

● Maintaining accurate records of guest preferences, requests, arrangements, and relevant information in accordance with hotel procedures and privacy requirements

● Handling guest feedback, complaints, and service recovery situations professionally and promptly, escalating matters to the appropriate manager when required

● Conducting shift briefings, allocating daily duties, monitoring attendance, and ensuring adequate coverage of the Concierge desk and guest service areas

● Ensuring the Concierge desk, lobby assistance areas, information materials, maps, brochures, and other guest-facing resources are clean, organized, and up to date

● Supporting the planning and coordination of special guest experiences, celebrations, surprise arrangements, and personalized services

● Keeping the team informed about hotel activities, local events, road conditions, attractions, and other information that may be relevant to guests

● Promoting hotel facilities, services, dining experiences, and relevant guest activities to enhance the guest experience and support hotel revenue opportunities

● Ensuring compliance with hotel service standards, guest privacy requirements, health and safety, and workplace standards as required by local regulations

What We need from you

• ● Diploma or higher education qualification in Hotel Management, Hospitality, Tourism, or related field preferred
• ● Minimum 3–5 years of Front Office, Concierge, Guest Relations, or similar hotel experience, with supervisory experience preferred
• ● Strong knowledge of Concierge and guest services operations, preferably within an upscale or luxury hotel environment
• ● Excellent knowledge of Kathmandu, local attractions, restaurants, cultural experiences, transportation, and other guest services preferred
• ● Excellent communication, interpersonal, guest service, and relationship-building skills
• ● Strong leadership skills with the ability to coach, motivate, and guide a guest-focused team
• ● Ability to anticipate guest needs and deliver personalized solutions with a high level of attention to detail
• ● Strong problem-solving and decision-making skills with the ability to remain calm and professional under pressure
• ● Ability to build and maintain strong relationships with external service providers and local business partners
• ● Familiarity with hotel systems, guest profiles, concierge tools, and Microsoft Office applications preferred
• ● Excellent command of English; knowledge of Nepali and other languages is an advantage
• ● Positive, proactive, and service-oriented attitude with a genuine passion for creating memorable guest experiences
• ● Ability to work flexible shifts, including weekends and public holidays, based on business requirements

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.