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- Assistant Chief Concierge
- Position
- Assistant Chief Concierge
- Department
- Hotel Operations
- Working Location
- Taipa / Cotai
- Post Date
- 10/10/2024
- Requirements
-
• Diploma or above, major in hotel management is highly preferred
• Minimum of 3 years working experience in a supervisory/similar role within a five star hotel
• Excellent verbal and written communication in English, ideally fluent in Cantonese and Mandarin
• Strong customer service orientation and attention to detail
• Able to communicate effectively with customers and coworkers
• Strong organization skills
• Good computer and system skills
• Able to work on shift and stand for long period of time
• Able to multi-task
- Responsibilities
-
• To assist Assistant Director - Front Services in his/her absence including supervision of team members
• In absence of Assistant Director - Front Services, assist to conduct departmental meetings and attends daily briefings and ensure relevant information is disseminated to all staff
• Supervise the daily operation of the Bell, Cloak Rooms and Concierge counters to ensure all allocated daily tasks are completed and all team members’ meets the service expectations required. Ensure the Hotel area and lobby is maintained according to established service standards
• Ensure that all services provided are anticipatory and guest centric, promoting outstanding / exceptional guest satisfaction at all times
• Maintaining current product knowledge of events and facilities of hotel to ensure guests receive accurate and timely information. The Assistant Chief Concierge is also required to maintain an awareness of events, activities, venues and places of interest to which they can refer guests
• Monitor services provided by all colleagues and ensure high standards that exceed guest expectations are maintained at all times
• Ensure effective communications to all colleagues on a day-to-day basis
• Maintain strong relationship with the Food & Beverage Department and promote Hotel’s Restaurants to guests
• Maintain a good relationship with various relevant entities that will assists in the daily operation of Concierge or benefit our guests
• Responds to guests’ correspondences and enquiries appropriately, professionally and within an appropriate time frame
• Handles guests’ feedback, complaints and provide appropriate resolutions in a timely manner
• To prepare accurate reports on productivity of Concierge Department
• Assists the Departmental Trainer to perform training and quality control checks
• Study and evaluate operations procedures and make suggestions for improvement when needed
• Continuously monitor staff performance and provide on-the-job guidance
• Monitor training of new staff and their progress
• To coach and develop colleagues
• Be responsible for the preparation of rosters and the confirmation of employee timesheets and payroll summary in an accurate and timely manner in line with company deadlines
• Ensure close monitoring of Annual Leave, Public Holiday and overtime clearance
• Identify quality improvement trends and effectively communicate issues to the Front Office Manager
• Ensure high level of grooming, hygiene and punctuality of team members
• Ensure team member’s uniforms, equipment, personal hygiene and grooming standards meets the required standards
• To ensure new hires of the Bell and Concierge team member have gone through sufficient trainings
• Identify and praise colleagues that are recommended by guests for their good work
• Promote a climate of enthusiasm in the work place
• Maintain permanent communication channels with all colleagues and ensure their feedback is acknowledged and action when needed
• Ensure all Bell and Concierge team members complies with hotel and department policies and procedures
• Ensure effective communication with Assistant Director Front Services and amongst all departments within the hotel
• Attend and contribute to all meetings as required
• To act in accordance with Company’s policies, departmental policies and procedures, Emergency and occupational Health & Safety regulations
• Perform any other reasonable duties as required by the Management from time to time
