Job Summary:
Responsible for the ongoing efficient operation of Concierge department: Concierge Desk, Bell Service, Doorman, Transportation
Duties & Responsibilities:
1. Be responsible for Concierge and Transportation; provide Concierge Services, Bell Service, Doorman and transportation services to hotel guest in highly professional manner.
2. Provide detailed and accurate information to guests and other departments on a wide variety of services and facilities both within and outside the establishment
3. Ensure mail and messages are distributed without delay after receipt
4. Ensure luggage is correctly stored, labeled, and recorded in luggage control book
5. Ensure the driveway is kept clear of vehicles and co-ordinate valet parking when required
6. Ensure prompt and safe hotel car service
7. Oversee activity in main lobby and assist the Guest Service Agents whenever possible
8. Assist in keeping Lobby clean and tidy
9. Ensure professional and friendly airport pick up and drop off service
10. Brief Team member on all group arrivals and departures, itineraries, name of group, number of rooms and name of tour guide and current house availability
11. Take part in the preparation and planning of department goals and objectives
12. Set up systems to capture guest feedback and present to Management on a regular basis
13. Assist with the development of new products and services
14. Assess work operation and prepare plans to implement change when required
15. Observe training needs and establish proper regular training in line with 1Hotel Standards to ensure high quality service delivery.
16. Discipline Team member, when applicable
17. Recruit Team members together with Front Office Manager and Human Resources Manager
18. Prepare Team member rosters to meet business demands
19. Facilitate multiskilling
20. Maintain up-to-date Team member records
21. Manage Team member training and development using company training model.
22. Implement Team member performance appraisals
23. Carry out exit interviews
24. Provide ongoing advice and support to Team member under your supervision
25. Manage the delivery of high quality service to guests
26. Ensure guest needs and reasonable requests are met
27. Seek opportunities to continually improve guest service
28. Take appropriate action to resolve guest complaints
29. Identify RWs, regular and long staying guest and build rapport to offer personalized service and assistance
30. Sell the hotel’s products and services using up-selling and suggestive selling techniques
31. Adhere to the hotel’s security and emergency policies and procedures
32. Ensure a high level of cleaning is maintained in your work area
33. Prepare and conduct meeting and group presentations to keep Team member/ management / other parties informed of hotel operations and other relevant issues
34. Demonstrate professional attitude and behavior at all times
35. Ensure all reporting and servicing deadlines are met on a timely basis
36. Abide by the service standard
37. Abide by the Hotel’s Policies and Procedures, company Code of Business Conduct and the hotel’s Team Member Handbook
38. Carry out other tasks as directed by your supervisors
39. Use 1 Hotel words as much as it possibly can when on duty
40. Several tasks would be assigned, follow the instruction of your direct supervisor or manager
Job Knowledge / Skill:
1. Good knowledge and very familiar with concierge operation
2. Good knowledge of local area information, handle guest request efficiently
3. Good English language skill
4. Good supervisory skill, with emphasis on “people management”
5. Good communication skill
6. Be good at organize and problem solving
7. Effective complaint handling
Selling skills
Additional Skill required:
Positive attitude under pressure
Training & presentation skill
