Concierge Manager

Job Detail

As a concierge manager, you are required to manage all Concierge, Bell Services and Doormen. Ensure that they are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. Ensure that the above-mentioned areas are working in a professional manner at all times. Be responsible for training and development of all concierge-related associates, so they are hospitable, outgoing and guest-oriented. Principal Accountabilities: 2.1 Assign sufficient manning to cater for daily operational needs. 2.2 Planning of VIPs and limousine movement for arrivals and departures and ensuring operational efficiency. 2.3 Ensure smooth running of Lobby Greeter lobby duties in particular during heavy check-in/out of groups arrival/departure and functions/events in hotels. 2.4 Handle guest issues when needed. 2.5 Limousine bookings and assignment of limousine jobs, handling of its billings and forecast of limousine revenue. 2.6 Plan and review rosters to ensure productivity goals are met. 2.7 Ensure LQA service standards are in practice as set by the hotel at all times. 2.8 Conduct audit checks on colleague’s service standards and ensure compliance with hotel standards. 2.9 Have Lobby/Driveway presence to ensure operations are in order, guests assistance required is rendered accordingly and colleague’s service standards are met. 2.10 Consistently offer professional, engaging and friendly service. 2.11 Planning, reviewing, training, monitoring, evaluation and counselling of employees. 2.12 Counselling and disciplinary action for colleagues’ non-compliance with procedures and behaviour. 2.13 Attend any department and operational meetings. 2.14 Handling and investigation of guest requests/complaints. 2.15 Ensure grooming standard always set by the hotel. 2.16 Ensure work areas are adequately stocked, and inventory properly recorded and maintain good housekeeping of work areas. 2.17 Efficient usage and upkeep of communication tools and equipment to enhance productivity of workflow. 2.18 Always ensure department compliance with safety and security procedures. 2.19 Handle all telephone enquiries and requests and ensure timely completion of pick-up and/or delivery service. Communication & Working Relationships: 3.1 Interacts with different departments.