Concierge Team Leader

Key Purpose

• The Team Leader: Hospitality & Concierge Services is responsible for coordinating the day-to-day delivery of hospitality, concierge, conference, and visitor services across Discovery. The role ensures a professional, seamless, and customer-centric experience for employees, visitors, and stakeholders while supporting the successful execution of events, meetings, and workplace hospitality services.
• The incumbent will supervise a team of hospitality and concierge employees, ensure service standards are maintained, coordinate operational activities, and support the efficient running of conference and hospitality facilities.

Areas of responsibility may include but not limited to

Conference and Events Coordination

• Coordinate the planning and delivery of meetings, conferences, town halls, and internal events.
• Support event logistics, venue preparation, catering, and stakeholder requirements.
• Ensure conference facilities are prepared and operational before events.
• Monitor event execution and resolve operational issues as they arise.
• Assist with post-event reviews and feedback collection.

Hospitality and Concierge Operations

• Coordinate day-to-day hospitality and concierge services.
• Ensure a professional and welcoming experience for employees, visitors, and guests.
• Support VIP visits and executive meetings through effective hospitality coordination.
• Monitor adherence to hospitality service standards.
• Address and resolve routine service-related queries and issues.

Conference Centre and Forum Operations

• Oversee the daily operation of meeting rooms, conference facilities, and hospitality areas.
• Coordinate venue bookings and room setup requirements.
• Ensure facilities, catering, and audio-visual requirements are arranged and functional.
• Escalate facility-related issues where required.
• Monitor venue utilisation and service delivery standards.

Stakeholder Support

• Act as a key contact for event organisers and internal stakeholders.
• Liaise with business areas to understand event and meeting requirements.
• Ensure stakeholder requests are communicated and executed effectively.
• Provide regular updates on event and hospitality arrangements.

Team Supervision

• Supervise and support the Hospitality and Concierge team.
• Allocate daily tasks and ensure appropriate service coverage.
• Provide on-the-job coaching and guidance.
• Monitor individual performance and service standards.
• Promote a culture of teamwork, professionalism, and customer service excellence.

Governance and Compliance

• Ensure compliance with Discovery policies and procedures.
• Adhere to health and safety requirements within conference and hospitality facilities.
• Maintain operational records and reporting requirements.
• Identify operational risks and escalate as appropriate.

Education and Experience

Essential

• Diploma or Degree in Hospitality Management, Event Management, Tourism, Business Administration, or a related field.
• 3-5 years' experience within hospitality, conferencing, concierge, customer service, or workplace services.
• 1-2 years' experience supervising or leading a team.
• Experience coordinating corporate meetings, events, or hospitality services.

Advantageous

• Experience in a conference centre, hospitality, or corporate services environment.
• Customer Service or Hospitality Management certification.
• Experience working within a large corporate organisation.

Competencies

Leadership and People Management

• Team supervision
• Coaching and development
• Planning and organising
• Accountability
• Problem solving

Customer and Stakeholder Focus

• Customer service excellence
• Relationship management
• Professional communication
• Stakeholder engagement
• Conflict resolution

Technical Competencies

• Event coordination
• Hospitality operations
• Conference and venue management
• Scheduling and resource coordination
• Administrative and reporting skills

Behavioural Competencies

• Service orientation
• Attention to detail
• Professional presence
• Adaptability
• Initiative
• Resilience under pressure
• Collaboration
• Customer-centric mindset