Job Summary
Under the leadership of the Head Concierge and direction of the Front Office Manager, and within the limits of the hotel’s policies and procedures, ensures that departmental procedures and standards are maintained and all guests receive prompt, cordial and efficient attention and service. The Assistant Head Concierge must have extensive knowledge on the immediate area and must be resourceful.
Key Duties and Responsibilities
- To lead by example when it comes to the duties and responsibilities of the Concierge Department.
- To assist in the investigation of guest complaints and queries.
- Reporting any improper behavior and lack of work performance to the Head Concierge.
- Rooming of guests when necessary.
- Taking responsibility for duties of the desk as well as your own.
- Assisting the Head Concierge with any difficulties they might encounter in performing their duties.
- Assisting the Head Concierge to ensure that Concierge performs up to standard and that delegated duties are timeously performed.
- Ensuring that the Concierge work area is always clean and tidy.
- Assist in ensuring that there are always the necessary brochures and maps available on the desk.
- Ensure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
- Check that all e-mails received are replied to within 12 Hours and filed correctly.
- To be very meticulous in completing the daily check-list and check that it has been done during shift handover.
- Taking ownership of the daily handover ensuring all items are followed up on a regular basis.
- Assist with the weekly newspaper order taking the weekly forecast into consideration.
- Assist with the training and documenting of training within the department.
- Assist the Head Concierge with the updating of the departments SOP.
- Assist in the updating of training documents.
- Assist in the identification of any training needs within the department and communicate this to the Head Concierge.
- Signing in and out of the Porters, and to keep an eye on their daily operation and to report any irregular behavior.
- Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
- Assist with site inspections and show-rounds as required.
- In the absence of the Front Office Manager and Head Concierge, to attend the Forecast and Rooms Division Meeting.
General and other duties
- The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review from time to time.
- The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
- The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
- The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
- The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
- The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
- The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.
Interpersonal Relationships
- Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
- Employee differences or disputes are settled quietly, away from other employees and guests.
- Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
- Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
- Instructions from management are treated constructively and acted upon.
Education or Certification
- Must be computer literate, knowledge of MS Office and Opera is essential.
- Must be able to work well under pressure and be able to multi-task.
- Must have experience as an Assistant Head Concierge in a five star environment for a minimum of 2 years.
- Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential.
- Must have the ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
- European language skills will be advantageous.
- Business or Management qualifications are desirable.
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