- Implement operating procedures & service standards for concierge operations
- Monitor concierge operations to ensure adherence to organisational standards & procedures
- Develop operations plans for the department
- Manage team's service performance in response to guests' needs & requests to ensure guest satisfaction
- Manage service recovery for escalated guests' concerns & feedback
- Review service performance standards of the department
- Operationalise compliance management of organisational & regulatory requirements on workplace safety & health, data protection
- Manage emergency situations
- Review activity reports on concierge operations to monitor & report departmental performance
- Support budget forecasting processes for the department
Requirements
- Minimum 3 years relevant experience
- Able to communicate effectively & interact with guests, as well as all levels of staff
- Possesses excellent guest service skills to deal with exceptional requests & culturally-diverse guests
- Able to stand for long hours & may work on shifts, including weekends & public holidays
