Head Concierge

7 months ago

Cape Town, South Africa Seasoned recruitment Full time

EMPLOYEE VALUE PROPOSITION:
This position offers variety and freedom from repetition and opportunities to interact with diverse people on a daily basis where your leadership and assertiveness skills will be used as part of a highly effective team; whilst operating within clearly defined standards and expectations; where your specialist guest service expertise can be recognized.

ORGANIZATIONAL POSITIONING:

- Department: Rooms Division
- Reporting to: Front of House Manager

MINIMUM EXPERIENCE OR QUALIFICATION REQUIRED:

- 3 Years concierge experience in a 5* Hotel.
- Experience in a supervisory and/or team leader role
- Hospitality Diploma is advantageous
- Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel
- Proven network of industry supplier contacts
- Highly presentable
- Excellent command of the English language with solid verbal and written communication skills

ADVANTAGEOUS EXPERIENCE AND QUALIFICATION DESIRED:

- Member of the Clef D’Or
- Fluency in a European Language

KEY PERFORMANCE OBJECTIVES:

- actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
- owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
- ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
- creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
- working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
- being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
- to actively seize opportunities to minimize our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
- to be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service
- To manage the Concierge Team and support the management of the Front Office Team.

principles by:

- Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
- Ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
- ensuring that staff are rostered according to the peaks and troughs of the business; ensuring that there is always sufficient labour available to meet our high guest service standards while keeping labour costs to a minimum; and ensuring that all staff are afforded time to take sufficient rest by scheduling off days and leave in a manner that allows for work/life balance and high levels of morale and productivity; and ensuring there is roster flexibility to adapt to unscheduled absences like sick leave and family responsibility leave; and recording all attendance correctly and timeously.
- Managing the hotels fleet of vehicles to ensure that they remain in great condition and are well maintained. They will included vehicle inspection and a thorough maintenance plan.
- Managing and checking the advertised hotel experience that fall under concierge on the hotel website and making recommendation for new experiences.
- Constantly searching for partnerships that will benefit the hotel and the guests.
- Recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.
- To oversee the smooth running of the Concierge team on a daily basis by:

- enhancing the guest stay by welcoming them and facilitating any special requirements; by planning and coordinating their itinerary where needed; ensuring the best service providers are used for an exceptional service experience as per RCH and LQA standards.
- Maintaining a high level of guest service in accordance with Leading Hotel standards by coordinating any services the guests require to the objective of enhance the guest experience beyond their expectations.
- Promoting internal service providers (hotel owned, hotel partnered) ahead of others whenever reasonably possible.
- Ensuring that there is a written corres

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