Western Cape: Chief Concierge posted by Manpower Group

About the Role

The Chief Concierge role at Manpower Group in Western Cape is a key position that requires exceptional leadership, organizational, and communication skills to create a work environment that fosters high employee morale, constant learning & development, and achieves higher cost efficiency and guest satisfaction.

Key Responsibilities

• 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 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 department’s 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.

Requirements

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

Knowledge and 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