Chief Concierge
Dubai, United Arab Emirates
Job Description
Job Number 23019492
Job Category Rooms & Guest Services Operations
Location Bulgari Resort Dubai, Jumeirah Bay Island, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY The Chief Concierge Manager is responsible for the management of all aspects of Lobby Concierge functions, ensuring that the highest levels of hospitality and service are provided. Responsibilities includes: Hire, train and supervise concierge staff. Direct all day to day operations of the concierge desk ensuring guest satisfaction and loyalty. Complete performance reviews and set staff schedules. Compile individually tailored itineraries according to guest needs and expectations. Customize worldwide itineraries and detail event reviews for New York and the world\xe2\x80\x99s gateway cities. Monitor department budget to control costs/oversee payroll. Contract Transportation services and set up and monitor commission structure. Participate in Management Meetings and overall hotel operations. Conduct regular staff audits to maintain a consistent high standard. Actively participates in all Public Relations activities and site inspections.
CANDIDATE PROFILE
Education and Experience
CORE WORK ACTIVITIES
Maintaining Concierge Goals
Managing Concierge Team
Ensuring Exceptional Customer Service
Supporting Human Resource Activities
Additional Responsibilities
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Job Category Rooms & Guest Services Operations
Location Bulgari Resort Dubai, Jumeirah Bay Island, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY The Chief Concierge Manager is responsible for the management of all aspects of Lobby Concierge functions, ensuring that the highest levels of hospitality and service are provided. Responsibilities includes: Hire, train and supervise concierge staff. Direct all day to day operations of the concierge desk ensuring guest satisfaction and loyalty. Complete performance reviews and set staff schedules. Compile individually tailored itineraries according to guest needs and expectations. Customize worldwide itineraries and detail event reviews for New York and the world\xe2\x80\x99s gateway cities. Monitor department budget to control costs/oversee payroll. Contract Transportation services and set up and monitor commission structure. Participate in Management Meetings and overall hotel operations. Conduct regular staff audits to maintain a consistent high standard. Actively participates in all Public Relations activities and site inspections.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Maintaining Concierge Goals
- Directs day-to-day operations, ensuring the quality, Forbes/AAA standards and meeting and exceeding the expectations of the guests on a daily basis by offering personalized service.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Keeps concierge team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Understands the impact of department\xe2\x80\x99s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
- Establishes an effective database to be used by all team members for restaurant and local attractions.
- Establishes relationships with local attractions, restaurants and other businesses to enhance guests\xe2\x80\x99 experiences.
- Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
- Maintains awareness of cultural differences needed to meet guest\'s specific needs and requirements.
- Provides check-in and check-out services and handles reservations when needed.
- Maintains knowledge of rooms and their locations, services and facilities of the hotel.
- Verifies that repeat and VIP guests are receiving appropriate service and confirms that their requests are carried out.
- Responds to emergency situations using appropriate procedures.
- Maintains awareness of daily operations and events at the hotel.
- Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
- Complete and communicates employee schedules.
- Provides warm welcome and anticipation of guest needs throughout their stay.
- Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
- Compile Quarterly \xe2\x80\x9cTop 10 Concierge Lists\xe2\x80\x9d for Sales and Media Kits
- Active Partner in all Sales and PR activities
Managing Concierge Team
- Supervises all activities of concierge team.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees\' absence.
- Establishes and maintains open, collaborative relationships with employees and verifies that employees do the same within the team.
- Validates that concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
- Supervises staffing levels to verify that guest service, operational needs and financial objectives are met.
- Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Ensuring Exceptional Customer Service
- Verifies that concierge team provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Verifies that employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
Supporting Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an \xe2\x80\x9copen door\xe2\x80\x9d policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Participates in employee progressive discipline procedures.
Additional Responsibilities
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand.
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Job Detail
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Job IdJD1504411
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned