Cape Town Region: Chief Concierge, Luxury Five Star Hotel, Cape Town posted by Cedrus Libani Recruitment Agency Ltd

About the Role

The Chief Concierge at our luxury five-star hotel in Cape Town is a pivotal figure in ensuring seamless guest experiences. This role requires exceptional leadership, communication, and organizational skills to drive employee morale, optimize departmental efficiency, and deliver personalized service to all guests.

Key Responsibilities

• Lead and create a work environment that fosters high employee morale and provides constant learning & development opportunities.
• Develop systems and procedures to achieve higher cost efficiency and guest satisfaction.
• Recruit, perform appraisals/management of associates in the department.
• 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.
• Stay well-informed about local events and happenings to provide expert recommendations to guests.
• Establish connections with key restaurants, venues, airlines, theatres, and leisure outlets for last-minute guest requests.
• Ensure timely assistance to all customers and guests during their stay (making reservations, booking tours, checking in online for flights).
• Provide fast, courteous, and professional service to both guests and customers of the hotel.
• Maintain and control the use of arrival and departure luggage rooms, ensuring proper storage and labelling at all times.
• Arrange and prepare information on Special Events or Hotel Services to be bulletined.
• Ensure equipment within the section is properly maintained and in good working condition (trolleys, disabled lift, etc.).
• Assist in identifying training needs, develop training plans, and implement training sessions for all associates within the section.
• 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 work areas are neat and tidy at all times.
• Assist in the reconciliation of charges originating from the Concierge Desk (limousines, car rentals, flowers, tours).
• Maintain a smooth working relationship between the Bell Service and all other departments of the hotel.
• Manage duty shifts.
• Schedule associates based on operational requirements to ensure all areas are sufficiently covered.
• Develop relationships with restaurants and tour operators to facilitate the fulfilment of guests’ requests.
• Ensure all associates are well-versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals.
• Ensure service providers comply with the hotel’s Standards and agreed Service Level agreements.
• Work in a safe manner that does not harm or injure self or others, ensuring compliance with Health & Safety directives within the department.
• Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening.
• Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language, and conduct throughout the section.

Requirements

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

Qualifications

• None mentioned

Salary & Benefits

• Not specified