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Job Summary
CHIEF CONCIERGE, LUXURY FIVE STAR HOTEL, CAPE TOWN Job Purpose To ensure the smooth and efficient operation of the Concierge department and co-ordinate with various other departments in order to ensure personalised, prompt and flawless service to all guests. The position will also act as a ‘One Point Contact’ for all in-house guests, in case of guest requests, complaints or any other feedback. Major Areas of Responsibility · To lead and create a work environment that is high in employee morale and provides constant learning & development and use the feedback from Employee Satisfaction Survey to draw an action plan. · Develop systems and procedures that achieve higher cost efficiency and guest satisfaction. · Recruitment and Performance Appraisal/Management all associates in the department. · Ensure and manage an efficient Concierge department / service / front drive. · Control and direct the concierge team including bell desk, porters, limo drivers and car valet within the framework as defined in the organization chart. · Be well versed in the events, happenings in and around the city. · Be well connected to key restaurants, venues, and contacts in airlines, theatres and other leisure outlets for last minute guest requests. · Ensure that assistance is being provided at all times to all customers and guests and their stay (making reservations, booking tours, checking guests in online for their flights) · Provide fast, courteous and professional service to both guests and customers of the hotel. · Maintain and control the use of the arrival and departure luggage room, ensuring that luggage is properly stored and labelled at all times. · Arrange and prepare information on Special Events or Hotel Services to be bulletined. · Ensure that all equipment within the section is properly maintained and in good working condition at all times i.e. Trolleys, the disabled lift, etc. · Assist in identifying training needs, develop training plans and implement training sessions for all associates within the section on a regular basis. · Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the section. · Ensure daily departing time of due-out guests and arrange for taxis, shuttle arrangements and limousine services to the airport if required. · Co-ordinate VIP arrivals and departures. · Monitor the Concierge team and ensure that they are engaged in their daily duties – greeting of guests at entrance, carrying luggage, rooming of guests, daily directory postings, and transfer arrangements. · Look into the maintenance of all luggage / bell trolleys to ensure that they are in good working order. · Ensure that all work areas are neat and tidy at all time. · The ability to assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours). · Ensure a smooth working relationship between the Bell Service and all other departments of the hotel. · Duty Management shifts. · Manning of the front drive area making sure that parking is blocked off when needed. · Scheduling of associates based on operational requirements and ensuring that all areas are sufficiently covered. · The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests’ requests. · Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals. · To ensure all service providers complies with the hotel Standards and agreed Service Level agreements. · Ensures that you work in a safe manner that does not harm or injure self or others. · To be involved with Health & Safety within the department. Ensuring compliance within the department and that Health & Safety directives are carried out. · Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening. · Ensure that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct maintained. · Continuously endeavour to improve the department’s efficient operation, and knowledge of own job function. · Ensures effective implementation of the Tata Code of Conduct at all times. · Efficient implementation of all work related instructions given by the superiors / management. Qualifications and Experience · 3-4 years in a similar position in comparable hotels · Graduates from reputed hotel management schools · Valid PDP Drivers License Directly Reports · To the Front Office Manager Key Customers · Immediate team, managers and associates from support departments, internal and external guests. Key Success Metrics · Guest Satisfaction Language Proficiency · Should be fluent in English. Additional language advantageous Knowledge & Skills · Proficiency in Front Office tasks · Good networking skills · Good organizing skills · Ability to operate computer systems with ease (knowledge of Microsoft Office & Amadeus) · Ability to remain calm and composed in difficult situations · Ability to remember guests and their preferences · Understanding of travel and the tourism industry · Required excellent time management and problem-solving skills
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