Position Summary Under the general direction of the Director – Transportation & Concierge and within the limits established by Hotel policies and procedures, oversees and directs all aspects of the Concierge operations. As a Team Member, continually strives to deliver the highest quality of service to guests, whilst adhering to all legal rules, regulations and guidelines of the Hotel.
Job Responsibilities Has full awareness and assists Chief Concierge in managing and supervising all tasks of all Concierge Team Members. 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 the guests. Is always prepared to recommend first and foremost the Hotel's own F&B outlets before any other, making himself familiar with the operating hours and each outlet's specialty. Ensures that the lobby is always kept in an orderly fashion and that ashtrays are kept clean. Coordinates the paging of guests in the lobby, F&B outlets, and where considered appropriate by the Management. Is responsible for the maintenance of the Hotel information directory and ensures that the information shown is current and accurate at all times. Acts as the postmaster of the Hotel; sells stamps and ensures proper inventory. Ensures that all Concierge and Bell Service equipment are accounted for and are always in good condition. Maintains and controls the use of the luggage and storage rooms. Performs related duties and special project as assigned. Maintains the communication logbook of his/her section. Provides input for Hotel Operations General Meetings. Evaluates Concierge Team Members and carries out performance appraisal as required. Monitors appropriate standards of conduct, uniform, grooming, hygiene and appearance of Concierge and Bell Service Team Members. Is fully conversant with all Hotel emergency procedures. Does everything possible to ensure that the guests depart the Hotel with a positive impression of the Hotel services. Assumes other duties assigned by Management as required. Supervises and directs Concierge and Bell Service activities and Concierge and Bell Service Team Members. Is responsible for the efficient sorting and distribution of guest's and administration's mail and documents received by Concierge /section in absence of the Chief Concierge Handles problems associated with guests and liaises with department heads or executive management in the absence of the Chief Concierge Conducts monthly meeting of his/her section in absence of Chief Concierge. Identifies training needs and conducts training sessions accordingly. Competencies Good knowledge of Hotel facilities and services Diploma holder in Hospitality Management or related disciplines; member of Les Clefs D'Or preferred. Has the Initiative, organized, detail-oriented; excellent communication, interpersonal and supervisory skills; highly sociable and outgoing Good command of both written and spoken English; knowledge of another foreign language is an advantage Has a minimum 3 years relevant experience in supervisory level in Concierge operations in the Hotel industry
