Bombay is a collection of entertainment and hospitality brands, crafted to deliver luxury in every detail – from our exquisite facilities to our personalised service and the unique stories we inspire. Located in the heart of Tallinn, Bombay redefines luxury VIP experiences with its exclusive casino club, boutique hotel, restaurants, bars, spa, and bakery, embodying the spirit of elegance and refinement. 

Purpose of the role:

As a Concierge Coordinator, youll oversee the daily operations of our concierge department, delivering personalized service to our gaming and hospitality clients. Your role will focus on anticipating and fulfilling guest needs with precision, providing bespoke solutions for our most discerning guests. Youll communicate across phone, email, web chat, and in person, ensuring an exceptional, luxury experience that aligns with the Bombay brand. Strong communication skills, attention to detail, and a background in luxury hospitality or gaming are key for success.

How you will contribute: 

• Serve as the primary contact for VIP guests in a 24/7 concierge team, ensuring their needs are met promptly and efficiently.
• Coordinate luxury services such as private gaming, bespoke dining, and exclusive entertainment.
• Organise transportation, reservations, and tailored experiences, including event tickets, private jets, and personal shopping.
• Collaborate with internal departments (e.g., gaming, guest relations, hospitality) for a seamless guest experience.
• Anticipate guest preferences and proactively offer services to enhance their stay.
• Build and maintain relationships with high-profile guests to ensure satisfaction and repeat business.
• Handle and resolve guest concerns with professionalism, ensuring positive outcomes.
• Log, track, and follow up on all concierge requests in a timely manner.
• Stay informed on luxury trends, events, and exclusive opportunities to elevate service.
• Maintain the highest standards of confidentiality and discretion.

What we are looking for:

• Proven experience in luxury service or hospitality, ideally in the gaming or casino industry.
• Readiness to work in a 24/7 setting (including night hours) with a mix of office and remote work. Work shifts of 8-12 hours.
• Fluent in English and Estonian; additional languages are a plus.
• Excellent communication and interpersonal skills with a polished, professional manner.
• Passion for delivering exceptional customer service with keen attention to detail.
• Strong organisational skills and ability to manage multiple tasks simultaneously.
• Ability to perform under pressure and resolve issues calmly and efficiently.
• Discretion and confidentiality when handling VIP and high-profile guests.
• Proficiency in CRM and task management software; computer literacy is essential.
• Knowledge of high-end travel, entertainment, dining, and luxury brands.

The team by your side:

You will be working in the Centralised Guest Services department as part of the Bombay Concierge team of five, reporting to the Concierge Manager, and collaborating with VIP hosts, Travel, Service Operations, and other stakeholders in the casino and hospitality sectors.

Why join Bombay? 

• Celebration & Time off: A birthday day off, and paid vacation days for personal milestones (e.g., childs first school day, marriage), 3 health days per year.
• Health & Wellness: Private health insurance with Salu Digital Healthcare Platform, monthly sports compensation with Stebby.
• Sick Leave: Paid sick leave from the 2nd day.
• Learning & Development: Generous learning & development package (personal development plan & trainings, company-wide knowledge sharing & trainings).
• Investment Opportunities: Opportunity to invest in the Groups own venture fund, Yolo Investments.
• Working Environment: A comfortable workspace in the city center with plenty of fruits, snacks, and drinks.
• Networking Opportunities: Events and networking opportunities with colleagues.
• Parking:  Free parking at the office (Kai 4).

What you can expect during the hiring process:

The hiring process includes an initial online call with the Recruiter, an onsite meeting with the Concierge Manager, and a test assignment.