Head Concierge

**THE TWELVE APOSTLES HOTEL AND SPA**

**HEAD CONCIERGE**

**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
- **Location**:The Twelve Apostles Hotel Premises

**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**:

- To be a Red Carnation Hotel Ambassador by:

- 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 with Red Carnation Hotel Management principles by:

- 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 correspondence of all arrangements made with and on behalf of the guest ensuring that all role-players are fully informed with all information needs to effectively exceed the guests’ expectations. Ensuring that all administration is completed timeously and accurately (including, but not limited to processing invoices, helicopter charges, newspaper orders etc.)
- managing the relationships with key service providers ensuring that they meet the minimum service standards that we have agreed with them; and constantly looking for opportunities to further improve the guest stay by keeping abreast of new service and product offerings on the market
- Managing the relationship withal approved hotel suppliers and ensure reliable and timeous communication to ensure a high level of day-to-day delivery from them. managing the butler services as they are required in accordance with RCH standards
- To assume the duties of the Front Office Duty Manager as and when required by:

- Taking ownership, responsibility and control of the front office duties relating to that shift by preparing and coordinating the team to ensure highest delivery of guest service to all guests. Overseeing all communication between Front Office and other departments in the Hotel so that all parties are properly informed in order to deliver at