About the position
Our client based is Cape Town, CBD is seeking a Chief Concierge, to their team. The purpose of the position is 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:
- 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.
QUALIFICATIONS AND EXPERIENCE:
- 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
- PLEASE NOTE THAT ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.
Desired Skills:
- Chief Concierge" OR "Head Concierge
- 5 star" OR "luxury hotel
- Amadeus" OR "Opera
