Head Concierge

6 months ago

Cape Town, South Africa HotelJobs.co.za Full time

Kendrick Recruitment is seeking Head Concierge for a prestigious Luxury Hotel in Cape Town.

JOB PURPOSE:
To lead and manage the Concierge team.

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 recognised.

ORGANISATIONAL 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 minimise 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 in accordance Hotel Management 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.
- 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 prov

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