Job Description

Job Title Chief Concierge

Description

The PositionOversees and directs all aspects of Concierge and Bell service operations, continually striving to deliver the highest quality of service to guests, whilst adhering to all legal rules, regulations, and guidelines of the hotel. KEY ROLES & RESPONSIBILITIESSupervises and directs Concierge, Bell Desk activities and Bell Staff as well as Doormen, Valet Parking and airport transportation requirementsResponsible for sorting and distributing guests' and administrative mailProvides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guestsRecommends 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 and that ashtrays are kept cleanCoordinates the paging of guests in the lobby and Food & Beverage outletsMaintains the hotel information directory (function board) and ensures that the information is current and accurate at all timesPrepares efficient work and vacation schedule for Concierge, Doorman and Bell Services, taking into consideration project occupancy and forecasts and large group movementsEnsures 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 Handle problems associated with guests and liaise with department heads or executive management in the absence of the Director of RoomsWorks with Director of Rooms in preparing the department's budget controls and monitors departmental costs on an ongoing basis to ensure performance against budgetHuman Resources and Training Works with Front Office Manager/Director of Rooms and Human Resource Manager to ensure productive staff performance. Duties include: Planning for future staffing needs and recruiting in line with company guidelines Prepares and administers detailed induction program for new staffMaintains a comprehensive, current and guest focused set of departmental standards and procedures and implements them through thorough on-the-job training Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needsConducts probation and formal performance appraisal discussions coaches, counsels and disciplines staff, providing constructive feedback to enhance performanceOccupational Health and Safety ResponsibilitiesAdheres to OH&S policies and procedures and ensures direct reports do the sameLog security incidents and accidents in accordance with hotel requirementsPERSONAL ATTRIBUTESGood English language verbal communication skills Strong leadership and teamwork skillsSolid interpersonal skills able to ascertain and effectively address guest/employee needsAbility to promote positive relations with hotel residents and patronsAbility to exercise good judgment with difficult guestsUnderstanding and ability to work in a multi-cultural environmentAbility to work with constant interruptions with a high degree of professionalismAbility to prioritize and organize work assignments delegate workAbility to direct performance of staff and follow up with corrections where neededQUALIFICATIONSDegree from School for Tourism & Hotel Management EXPERIENCEMinimum five years' experience as a Concierge or in a related position

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