Job Description

Job Title Concierge Supervisor

Description

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 391 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces. When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world. The PositionResponsible for activities of Concierge operation, 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 activities.Provides 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 tam, taking into consideration project occupancy and forecasts and large group movementsEnsures that all Concierge team 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 Chef Concierge.Prints the shift report and prepares guest arrival and departure.Follow-up from trace reportConducts briefing and briefs next shift on outstanding matter requiring further action.Co-ordinates meal breaks.Keeps work areas neat at all times.Maintains storage room in good control.Supervises room change and transfer of luggage from one room to another.Human Resources and Training 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 needsOccupational 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 three years' experience as a Concierge or in a related position

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