Job Description
- Responsible for managing all aspects of Concierge functions in accordance with hotel standards.
- Directs, implements, and maintains a concierge service and management philosophy for the staff.
- Develops and maintains the acknowledgment and service of all guests visiting the location.
- Ensures all departments are aware of guest needs and information prior to arrival for a memorable stay.
- Manages day-to-day operations, ensuring the quality and standards meet customer expectations.
- Develops goals and plans to prioritize and accomplish work.
- Establishes effective databases for restaurant and local attractions used by the team.
- Builds relationships with local attractions, restaurants, and businesses to enhance guest experiences.
- Provides services for guests, such as car rental, tickets, office services, beauty services, babysitting, etc.
- Maintains awareness of cultural differences needed to meet guests' specific needs.
- Responds to emergency situations using appropriate procedures.
- Maintains knowledge of daily house count, arrivals/departures, VIPs, special requests, and activities.
- Supervises concierge team and communicates employee schedules.
- Provides a warm welcome and anticipates guest needs throughout their stay.
- Ensures staff grooming and attire meet hotel standards and recommends immediate rectifications when needed.
- Encourages mutual trust, respect, and cooperation within the team.
- Supervises staffing levels to meet guest service, operational needs, and financial goals.
- Ensures the concierge team provides excellent customer service and handles guest problems and complaints.
- Supports the developmental needs of employees and provides coaching and mentoring.
- Assists in the hiring process and supports orientation and current hire training programs.
- Participates in employee progressive discipline procedures.
- Attends departmental meetings and communicates consistent messages about goals to produce desired results.
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