Manages and oversees the preparation and update of individual Departmental Operations Manuals.
Ensures that the Concierge activities including Bell and Transportation are aligned with the respective Corporate Strategy.
Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
Develops the skills and effectiveness of all Concierge and Bell Desk employees through the appropriate training, coaching, and/or mentoring.
Ensures information on restaurants, hotel facilities and other miscellaneous information are updated periodically.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Implements consistent guest recognition programmes and maintains a relevant guest history database.
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
Spends time in Concierge, Bell Desk, Hotel Lobby and Entrance during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
Qualifications
Minimum requirements
3 years of experience in the same position
Pre-opening experience is preferable
Luxury background in resort and urban city
Excellent communication skills in both spoken and written English
