Concierge Executive

Job description

Job Description

·  JOB PURPOSE

Responsible for assisting the Head Concierge, with managing and coordinating the special needs of all guests in the hotel. Any special request a guest makes, so long as it is not illegal or immoral, will be fulfilled to the best of the Concierge ability. If guest request cannot be met, the Concierge must suggest and provide suitable alternatives. A Concierge must have a strong and extensive knowledge of the local area and of the resources available for guests. In addition a Concierge must always exercise sound judgment when acting on both the guest’s and the hotel’s behalf.

People Management

·  Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
·  Train Bell men for luggage delivery and guest behavior.
·  Supervises and guides team of Bell men to ensure that hotel’s policies and procedures are adhered to.
·  Creates a positive and highly motivated working environment that promotes and develops teamwork.
·  Regularly updates Head Concierge about challenges in work flow.
·  Give feedback to Head Concierge on the performance of team members.

Guest Loyalty

·  Promptly and actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
·  Maintains and enforces all quality standards and procedures on guest arrival & departure.
·   Ensures that all guests are welcomed and offered assistance with luggage on arrival.
·  Ensures that fond farewell is extended to guests on departure.
·  Ensures that luggage delivery and pick up is as per standard.
·  Achieves guest delight through friendly and proficient services at Concierge operations and ensure repeat business through personalized, efficient services.
·  Must have complete knowledge of the city for assist guest with different requests.
·  Enable decision making at guest contact point to ensure guest loyalty.

Operational

·  Handle all guest requests quickly and efficiently.
·  Is fully aware of all the activities taking place in the hotel, e.g. functions, VIP/group arrivals and departures. 
·  Ensure that luggage delivery and collection service is efficient and smooth.
·   Is responsible for receipt, storage and shipment of luggage and packages for guest.
·   Arranges for outside errands for guests such as pick‐up/delivery of packages, passport formalities and re‐validation of air‐tickets.
·  Arranges transportation for guests on arrival and departure.
·   Ensures driveway orderliness and manages the flow of traffic in the driveway.
·   Ensures that all equipment is properly cleaned and maintained.
·  Ensure that city knowledge is updated.
·  Ensure and check all equipments in Front Office Department are in working condition.
·  Randomly checks hotel limousine for standard.
·  Liaison with Events for requirement of Valet for major functions.
·  Liaison with transport vendor for requirement of cars.

Administration

·  Manages the budget and forecast of Transportation.
·  Reviews and manages monthly Transportation expense and revenue
·  Maintains the record of guest transport usage, ensure that all transport usage is recorded.
·  Performs all other job assigned by the Management.
·  Review service efficiency of luggage delivery with Head Concierge and assist in preparing action plan for improvement if needed.