Responsibilities

• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
• Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Responds to emergency situations using appropriate procedures.
• Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.
• Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports employees understanding of customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.

Qualifications

• Bachelor degree in Hospitality Management, Business Administration or related fields.
• Minimum of 1+ years' experience as a Assistant Manager, Concierge or minimum of 5+ in concierge at a supervisory level in a 4- or 5-star hotel. (preferably in a 5-star hotel)