Cape Town: Chief Concierge posted by Craven Cottage CC

About the Role

As the Chief Concierge at Craven Cottage CC, you will be responsible for leading a high-performing team that delivers exceptional guest experiences. You will create a work environment that fosters employee morale and provides ongoing learning and development opportunities. Your expertise in hospitality and events management will enable you to develop systems and procedures that drive cost efficiency, guest satisfaction, and operational excellence.

Key Responsibilities

• Lead and create a work environment that is high in employee morale and provides constant learning & development
• 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
• Well versed in the events, happenings in and around the city
• 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 always provided to all customers and guests and their stay
• 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 always labelled
• 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
• Assist in identifying training needs, develop training plans and implement training sessions for all associates
• 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
• Coordinate VIP arrivals and departures
• Monitor the Concierge team and ensure that they are engaged in their daily
• The ability to assist in the reconciliation of charges originating from the Concierge Desk
• 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
• Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel
• 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
• Continuously endeavour to improve the department’s efficient operation, and knowledge of own job function
• Efficient implementation of all work related instructions given by the superiors / management

Requirements

• Grade 12
• A formal hospitality qualification
• At least 3-4 years in a similar position in comparable hotels
• Valid PDP Driver’s License
• 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

Qualifications

No formal qualifications mentioned.

Salary & Benefits

Not mentioned.