Chief Concierge

Job Description

• Supervises and directs Concierge, Bell Desk activities and Bell Staff as well as Doormen, Valet Parking and airport transportation requirements.
• Provides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to guests.
• Recommends first and foremost the hotel’s own Food and Beverage outlets before outside restaurants, with full knowledge of the outlets (e.g. cuisine, operating times, etc.).
• Ensures the lobby is always kept in an orderly fashion.
• Prepares efficient work and vacation schedules for Concierge, Doorman, and Bell Services, taking into consideration project occupancy and forecasts and large group movements.
• Ensures that all Concierge, Doormen, Valet, and Bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently.
• Handles problems associated with guests and liaises with department heads or executive management in the absence of the Director of Operations.
• Maintains a comprehensive, current and guest-focused set of departmental standards and procedures and implements them through on-the-job training.
• Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs.
• Conducts probation and formal performance appraisal discussions; coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.
• Ensures that all guest requests for information or assistance are fulfilled in an exceptionally courteous, efficient, and professional manner commensurate with the hotel brand.

Qualifications

• Strong Concierge and Front Office skills and knowledge.
• Minimum 2 years at a management level of a luxury hotel.
• Possesses good computer and property management system skills.
• Excellent communication skills in English – oral and written. Knowledge of local and foreign languages is an advantage.
• Outstanding guest relations skills.
• Able to work a flexible schedule, including weekends and holidays.