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- Supervisor - Concierge
- Position
- Supervisor - Concierge
- Department
- Hotel Operations
- Working Location
- Taipa / Cotai
- Post Date
- 19/11/2024
- Requirements
-
• High school graduated or above
• Minimum 2 years’ experience in related field is an advantage
• Excellent verbal and written communication in English, ideally fluent in Cantonese and Mandarin
• Able to multi-task and work in a fast-paced environment
• Strong customer service orientation and attention to details
• Strong organization skills
• Good computer and system skills
• Must be able to work on shift
- Responsibilities
-
• Supervise all concierge colleagues while on shift duties
• To develop colleagues knowledge through training on the job and coaching
• To be involved in Appraisals for all Concierge Agents
• Ensure that the Concierge Desk information is always up-to-date
• Deputize for the Assistant Chef Concierge in his/her absence
• Ensures the smooth and orderly running of Concierge counter
• To audit and monitor individual performances of colleagues and ensure that Performance Log of colleagues is up to date
• Ensure that there is proper reception of guests arriving by limousine/car at the entrance of the hotel
• Cooperate with the Cashier and Reception Desk for swift removal of luggage from rooms and ensure that guests have settled their bills before departure
• Check smartness of dress, hygiene and punctuality of subordinates
• Prepare duty rosters and training plans for Concierge team according to business needs
• To ensure team members vacation are taken according to business needs
• Ensure that guests are always satisfied with our service and provide as much assistance as possible
• Maintain an enthusiastic approach to all guest’s and colleague’s requests
• To coordinate the operation during the shift: assist with colleagues to take their meal break, assist baggage team if a group is arriving, etc
• Ensure team colleagues are aware of arrivals of VIPs as well as regular customers
• Assist with daily duties at the counter for new colleagues and junior team members
• To handle and recover guests complaints. To file reports and create logs accordingly. To investigate auditor’s comments or other guest feedback for on-going improvements
• Provide information to guests and visitors regarding the hotel facilities and local restaurants, events and attractions
• Make arrangements for dining, entertainment, recreation, tours, health and beauty services, transportation, cultural activities, shopping, and other services. Keep accurate records of all arrangements made
• Monitor guest supplies and tourist information; ensuring adequate stocked according to the operational needs
• Draw up suitable procedures for subordinates when necessary
• Report special requests, accidents, complaints and unsafe work conditions or security to Bell Captains
• To train new Concierge Agents and Trainees according to Departmental SOP’s and service standards
• Perform any other reasonable duties as required by the department head from time to time
