The Chief Concierge will provide supervision, direction and leadership in Concierge in accordance with the objectives, performance and quality standards established by the hotel.
Duties and Supporting Responsibilities
1. Support, create and promote a climate of enthusiasm; maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and colleague commitment.
2. Closely monitor individual colleague’s performance and proactively provide feedback, training, coaching and mentoring if appropriate. Responsible for colleague performance appraisal and development plan. Ensure standards are fully implemented, maintained and executed throughout the department to meet and exceed guests’ expectations.
3. Identify training needs of the department and establish effective training programmes to ensure service standards and colleagues’ knowledge are met with required standards.
4. Liaises with Learning and Development team when planning and reviewing the training needs
5. Have in depth knowledge of directions, travel time, cost and various forms of transportations. Provide clear directions and information for all guests travelling outside the hotel
6. Maintain a good relationship with local community and service vendors to enable a smooth arrangement of tickets for theatre, sporting events, festival, exhibition, local attractions, transportation etc as well as arranging table reservations at famous restaurants
7. As the hotel ambassador always maintain an alert posture at hotel lobby be ready to offer sincere and warm services to guests
8. Work with and cooperate with Assistant Manager on handling any guest complaints and emergency situations tactfully and ensure guest satisfaction is attained with a good balance of the interest of the company. Always share, report and consult with Assistant Director of Rooms of any guest complaint/ comment/ recommendation
9. Familiar with Concierge related IT&T systems and take part in any system related activities
10. Arrange monthly meeting with service vendors to review guest satisfaction result and seek ways to continually to keep us the best
11.Attend departmental daily briefing, monthly team meeting, departmental meeting and/ or other meetings upon request by superior
12. Control costs and be knowledgeable on all monthly and annual targets as well as expenses. Be always creative, positive and proactive in recommending ways of achieving better business result
13. Always maintain a good work relationship with other departments
Job Requested
1. At least 6 years of relevant experiences in luxury hotel, ofwhich 3 years in a similar capacity
2. Member of Clefs d'Or
3. Excellent leadership and interpersonal skills
4. Professional appearance, demeanor, and etiquette
5. Has a long-term vision and foresight, along with outstanding organizational and management skills.
6. Strong sense of responsibility andexecution can decisively deal with complaints and emergencies.
7. Fluent in spoken English, Mandarin
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