Cape Town: Chief Concierge, Luxury Five Star Hotel, Cape Town posted by HotelJobs

CHIEF CONCIERGE, LUXURY FIVE STAR HOTEL, CAPE TOWN Job Purpose To ensure the smooth and efficient operation of the Concierge department and co-ordinate with various other departments in order to ensure personalised, prompt and flawless service to all guests. The position will also act as a One Point Contact for all in-house guests, in case of guest requests, complaints or any other feedback. Major Areas of Responsibility To lead and create a work environment that is high in employee morale and provides constant learning & development and use the feedback from Employee Satisfaction Survey to draw an action plan. Develop systems and procedures that achieve higher cost efficiency and guest satisfaction. Recruitment and Performance Appraisal/Management all associates in the department. Ensure and manage an efficient Concierge department / service / front drive. Control and direct the concierge team including bell desk, porters, limo drivers and car valet within the framework as defined in the organization chart. Be well versed in the events, happenings in and around the city. Be well connected to key restaurants, venues, and contacts in airlines, theatres and other leisure outlets for last minute guest requests. Ensure that assistance is being provided at all times to all customers and guests and their stay (making reservations, booking tours, checking guests in online for their flights) Provide fast, courteous and professional service to both guests and customers of the hotel. Maintain and control the use of the arrival and departure luggage room, ensuring that luggage is properly stored and labelled at all times. Arrange and prepare information on Special Events or Hotel Services to be bulletined. Ensure that all equipment within the section is properly maintained and in good working condition at all times i.e. Trolleys, the disabled lift, etc. Assist in identifying training needs, develop training plans and implement training sessions for all associates within the section on a regular basis. Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the section. Ensure daily departing time of due-out guests and arrange for taxis, shuttle arrangements and limousine services to the airport if required. Co-ordinate VIP arrivals and departures. Monitor the Concierge team and ensure that they are engaged in their daily duties greeting of guests at entrance, carrying luggage, rooming of guests, daily directory postings, and transfer arrangements. Look into the maintenance of all luggage / bell trolleys to ensure that they are in good working order. Ensure that all work areas are neat and tidy at all time. The ability to assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours). Ensure a smooth working relationship between the Bell Service and all other departments of the hotel. Duty Management shifts. Manning of the front drive area making sure that parking is blocked off when needed. Scheduling of associates based on operational requirements and ensuring that all areas are sufficiently covered. The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests requests. Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals. To ensure all service providers complies with the hotel Standards and agreed Service Level agreements. Ensures that you work in a safe manner that does not harm or injure self or others. To be involved with Health & Safety within the department. Ensuring compliance within the department and that Health & Safety directives are carried out. Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening. Ensure that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct maintained. Continuously endeavour to improve the departments efficient operation, and knowledge of own job function. Ensures effective implementation of the Tata Code of Conduct at all times. Efficient implementation of all work related instructions given by the superiors / management. Qualifications and Experience 3-4 years in a similar position in comparable hotels Graduates from reputed hotel management schools Valid PDP Drivers License Directly Reports To the Front Office Manager Key Customers Immediate team, managers and associates from support departments, internal and external guests. Key Success Metrics Guest Satisfaction Language Proficiency Should be fluent in English. Additional language advantageous Knowledge & Skills Proficiency in Front Office tasks Good networking skills Good organizing skills Ability to operate computer systems with ease (knowledge of Microsoft Office & Amadeus) Ability to remain calm and composed in difficult situations Ability to remember guests and their preferences Understanding of travel and the tourism industry Required excellent time management and problem-solving skills