Cape Town City Centre: Chief Concierge posted by Bushwise

About the Role

As the Chief Concierge at Bushwise, you will be responsible for ensuring the smooth and efficient operation of our Concierge department, providing exceptional service to all guests, and leading a high-performing team. You will act as a ‘One Point Contact’ for in-house guests, handle guest requests, complaints, and feedback, and develop systems and procedures that achieve higher cost efficiency and guest satisfaction.

Key Responsibilities

• Coordinate with various departments to ensure personalised, prompt, and flawless service to all guests.
• Act as a ‘One Point Contact’ for all in-house guests, handling guest requests, complaints, and feedback.
• Lead and create a work environment that is high in employee morale, providing constant learning & development opportunities.
• Develop systems and procedures that achieve higher cost efficiency and guest satisfaction.
• Recruit and perform appraisals/management of associates in the department.
• 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 events, happenings in and around the city, and connected to key restaurants, venues, and contacts in airlines, theatres, and other leisure outlets for last-minute guest requests.
• Ensure assistance is provided at all times to all customers and guests, making reservations, booking tours, checking guests in online for their flights.
• 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 all equipment within the section is properly maintained and in good working condition at all times (i.e., Trolleys, 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.
• Coordinate VIP arrivals and departures.
• Monitor the Concierge team and ensure 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 they are in good working order.
• Ensure all work areas are neat and tidy at all times.
• 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.

Requirements

• 3-4 years in a similar position in comparable hotels.
• Graduates from reputed hotel management schools.
• Valid PDP Driver’s License.

Qualifications

None mentioned.