Cape Town: Hotel Head Concierge. posted by HotelJobs

Hotel Head Concierge. Ultra Luxury Large 5* Hotel Cape Town Job Purpose Manage the Concierge Department 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 The ability to supervise bell staff to ensure the smooth arrival and departure of guests, proper handling of luggage, and follow-up on guest request. The ability to provide accurate information to guests in a courteous manner; fill all reasonable guests request and requirements; anticipates guests needs. The ability to take messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow up. The ability to properly handle incoming and outgoing mail packages and faxes. To stay self informed on what activities are available in the city; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests. The ability to recite all hotel services, hours of operation, key personnel, hotel policies, etc. The ability to keep the Head Concierge and Senior Management well informed of any guests concerns or complaints, and action taken. The ability to maintain the Concierge Desk and storage areas in an orderly manner; direct bell and door staff in the maintenance of the front desk and lobby. The ability to assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours). The ability to work closely with the Valet Parking associates to ensure the smooth handling of guests and customer vehicles. The ability to work closely with the bell attendants to ensure smooth handling of guest luggage, message delivery and / or special requests. The ability to display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts. 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) The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests requests. 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 4 – 5 years in a similar position in comparable hotels Graduates from reputed hotel management schools Valid PDP Drivers License Directly Reports To the Chief Concierge 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 Please Note – While all applications are valuable, well reach out directly to candidates who best meet the clients requirements.