Job Description
JOB RESPONSIBILITIES
- To have complete operational knowledge of the Hotel including the geographical layout, facilities, and operation times of outlets.
- To supervise the day-to-day running of the Department and prepare the weekly duty roster ensuring all shifts are adequately covered.
- Ensure smooth workflow of driveway and lobby are maintained.
- Maintain the highest level of guest service and guest satisfaction possible
- Managing tour and city transfer package request
- Produce a Training Plan for Department.
- To have complete knowledge of tours and excursions.
- Guiding the Concierge team in accordance to hotel standards, appraising their performances, and handling disciplinary actions.
- Ensure the proper handling of guest requests, messages, email, FS messenger, parcel packages, flowers, etc.
- To know what activities are available in the city, i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
- Establish rapport with frequent visitors; keep Reservations and Front Office staff well-informed about guests' preferences.
- Responsible for the operations of Concierge and VIP transport services.
- Develops operations plans, monitors concierge operations and service performance, and resolves irregularities in concierge service and escalated cases of guests' feedback.
JOB REQUIREMENT
- A diploma in Hospitality
- Minimum of 3 years in Front Office or Concierge experience in a similar capacity, preferably in a 5 star class environment.
- Knowledgeable in the city, tours and excursions to refer the guests in various tourist destinations.
- Have excellent English communication skills both in written and spoken.
- Possess professional disposition with excellent interpersonal skills.
