Your new role
This position is responsible for ensuring the smooth and efficient operations of the Concierge team and providing exceptional service, ensuring total customer satisfaction to our guests at all times.
Primary Responsibilities
• Supervision and support of the Concierge team and the daily concierge operations.
• Monitor the appearance, standards and performance of the Concierge team members with an emphasis on training and teamwork.
• Ensure team members have a strong knowledge of the local area.
• Maintain good communication and working relationships with all hotel areas.
• Project a professional manner with an emphasis on hospitality and Guest service.
• Preparation of rosters, ensuring that suitable and cost-effective employee levels are maintained at all times. Rosters to be authorized by the appropriate department head.
• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates, services and general hotel information.
• Ensure strict procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality.
• Supervise the co-ordination of guest transportation to and from the airport and ensure accurate accounting procedures are followed in the charging of transfers.
• Be proficient in the use of all front and back office equipment. Ensure preventative maintenance programs are in place.
• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide total customer satisfaction.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
