Head Concierge İş İlanı

QUALIFICATIONS AND JOB DESCRIPTION

Start Your Journey With Us

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

Welcome to our family

As a world-class leader in the travel industry, there’s no better place to make your mark. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. Here, you will find a place where your personality and ideas are as appreciated as the work you do. Each day will open your mind to a world of possibilities, growth opportunities and the chance to meet people from all corners of the globe.

JOB SUMMARY

JOB SUMMARY

Responsible for supporting all aspects of concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

CANDIDATE PROFILE

Education and Experience

• Previous experience (at least 3 years) working preferably in a 5 star resort hotel
• Excellent level of English essential Russian will be a plus
• Ability to use standard software applications and hotel systems ideally looked for e.g. Microsoft Office & Opera.

CORE WORK ACTIVITIES

Core Roles & Responsibilites that Head Concierge may have to perform when on shift.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
• Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests/residents with unique needs.
• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Work flexible hours on a shift basis, including night shift if needed, in accordance with the departmental rota.
• Complete all duties on required check-lists within concierge department.
• Asisst with any housekeeping & engineering tasks within reason during the overnight shift
• Develop and maintain knowledge of room types, room product & locations within the hotel. Develop a thorough knowledge of the hotel property, hotel staff, hotel services and the hours of operations. Identify and explain room features to guests (e.g., use of room key, mini-bar, in-room safe, valet laundry services).
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.Ensure that all LSOPs are adhered to.
• Handles guest messages & wake up call’s in accordance with LSOPs.
• Handle any guest problems or complaints in a professional and hospitable manner.
• Understand and comply with the Hotel’s Fire and Safety procedures. To undergo training in all fire and security measures every quarter.
• Ensure the cleanliness and neatness of the Concierge desk and all office areas.
• Transport guest luggage to and from guest rooms and/or designated area.
  
• Assist with luggage storage and retrieval.
• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
• Perform other reasonable job duties as requested
  

Key Performance Competencies & Requirements

• Serves as a role model to demonstrate appropriate behaviors at all times within the business by leading from the front by demonstrating a positive can do attitude at all times.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence across responsible departments.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Play an active leadership role in day-to-day Front of House operations, ensuring their & their team’s work is of high quality, maintaining & exceeding standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and ensure your team accomplish their work on a daily basis
• Utilizes interpersonal and communication skills to influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Ensure correct process is followed at all times to ensure guest & hotel data protection protocol is met at all times.
• Maintain awareness of undesirable persons on property premises. Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager.

Ensuring Exceptional Customer Service

• Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty from our guests.
• Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Support in the successful execution of the Marriott Bonvoy program within the hotel by holding a working knowledge of all facets of the program, and ensuring all direct reports hold a good standard of knowledge to allow execution.
• Ensures their work is compliant with all Concierge policies, standards and procedures including all relevant Brand Standards.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.