CONCIERGE MANAGER

Main Duties and responsibilities:

Administration

• To ensure that all Departmental Operations Manuals are prepared and updated weekly.
• To ensure that all meetings are well planned, efficient and results oriented.
• To attend daily operations briefing with the Front Office.
• To attend daily operations briefings or to ensure that Concierge/Bell is properly represented.
• To take an active part in the daily operations briefings by updating the team on attractions/events, restaurants and other points of interest throughout the UAE.
• To maintain the Daily Log Book / Handover placed on the system.
• To ensure that deadlines on all projects are met.
• To implement, maintain and constantly check a flexible scheduling based on business patterns.
• To ensure that every shift is properly being logged in/out on the attendance sheet.
• To assist with departmental vacation planning.
• To assist in conducting monthly inventory checks on all operating equipment and supplies.
• To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.
• To ensure necessary accruals are completed.
• To monitor all cost and recommend / institute measures to control them.

Customer Service

• To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.
• To be demanding and critical when it comes to service standards.
• To ensure that the Concierge team projects a warm, professional and welcoming image.
• To constantly strive to please all guests that she/he may come in contact with during her/his work hours.
• To ensure through effective supervision that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.
• To ensure that guest history records are accurately maintained and all recurring guests are pre-registered.

Financial

• To co-ordinate an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.
• To assist in ensuring that front office department is managed successfully as independent profit center.
• To assist in ensuring that each place of work in the front office department is managed by a Management Team (Assistant Manager) who are totally accountable for their profitability.
• To set, in close conjunction with each Assistant Manager, annual operating budgets, which will form part of the Hotel’s Annual Business Plan.
• To monitor all costs and recommend measures to control them. To establish an integrated cost management plan through product lining, minimal inventories, and joint procurement with sister hotels and Delivery on Demand where possible and cost effective.
• To ensure that the Department Operational Budget is strictly adhered to.
• To monitor all cost and recommend / institute measures to control them.
• To prepare monthly forecasts and schedule resources accordingly.
• To assist in the preparation of the Departmental Budget.
• To analyze and report on a monthly basis the Profit and Loss statements.

Operational

• To assist the Front Office Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following hotel standards of performance.
• To be knowledgeable of recommended restaurants, hotels, bars, night clubs and other places of interest.
• To be well aware of special events in the hotel.
• To ensure proper follow up and communication with guests, tour operators and vendors in order to guarantee an efficient personalized guest service.
• To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
• To log and update guest feedback and complaints using Hotsos.
• To establish a rapport with guests and maintaining good customer relationship.
• To implement a flexible scheduling based on business patterns and ensuring that breaks are being scheduled efficiently as well as break timings are being followed.
• To assign responsibilities to subordinates and to check their performance daily.
• To control luggage at the main entrance area and reception area in order to guarantee a professional first impression to all our arriving guests.

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  To ensure that the cashiering procedures are strictly adhered to.
• To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned Place of Work.
• To be present at Concierge & Bell Desk to ensure that the area is managed well by the respective team and functions to the fullest expectations.
• To be demanding and critical when it comes to service standards.
• To be available and on duty during peak periods and to assist subordinates during Peak Hours.
• To assign responsibilities to subordinates implementing multi-tasking principle and to check their performance periodically.
• To ensure that the Concierge department is managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures and Brand Standards.
• To ensure that the Concierge & Bell desk, as well as any related systems and associated computer equipment are manned at all times and are operated in accordance with the departmental procedures.
• To ensure that telephone calls are answered as per the policies and procedure and telephone etiquette.
• To monitor a clean, orderly and business like working environment, ensuring minimal background noise and conversation.
• To make sure that all staff are aware and trained on the hotel emergency policy and procedure and adhered to it.
• To ensure that all luggage, parcels, outside deliveries and messages are delivered within 15 minutes of arriving and follow up accordingly.
• To ensure the luggage room is clean and tidy and all stored luggage is proper logged and tracked.
• To ensure that long term storage items are being tracked and followed-up on a regular basis.
• To ensure that 3rd party contractors such as valet attendants and drivers adhere to the hotel’s policies and procedures.
• To ensure that 3rd party contractors such as valet attendants and driver who are using the back-off department facilities conduct themselves in a professional manner and follow the department’s cleanliness and hygiene guidelines.
• To liaise and organize with Housekeeping Department that the established cleaning schedules are strictly adhered to.
• To coordinate all Repair and Maintenance and log repair and maintenance job orders to ensure the proper maintenance of the department and related equipment.
• To ensure that public areas, limousine, luggage and buggy carts are clean, in working condition and up to standards. Organize in-house or 3rd party maintenance if required.

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  To ensure that the Concierge team, Bell Attendants, Doorman and Valet Parker a warm, professional and welcoming image.

Personnel

• To ensure that every staff maintains a high standard of personal appearance and hygiene at all times.
• To conduct staff yearly performance appraisal with Front Office colleagues, supports them in their professional development goals.
• Oversees the punctuality and appearance of all Front Office colleagues, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• To ensure that every staff provides a courteous and professional service at all times.
• To assist in the building of an efficient team by taking an active interest in each member’s welfare, safety and development.
• To supervise the staff within the department, ensuring that the correct standards and methods of service are maintained as stated in the Department’ Operations Manual.
• To ensure that every member has a complete understanding of and adhere to the Hotel’s Staff Rules and Regulations.
• To identify training needs and plan training programs for the staff.
• To liaise and inform Department Head and Human Resources Department of all training sessions.
• To personally conduct appropriate trainings in accordance with team and each individual needs.
• To attend regular on-the-job and classroom training in new Front Office techniques and systems.
• To be updated with the latest trends and service concepts world-wide.
• Assists in the recruitment and selection of all Front Office colleagues; follows hotel guidelines when recruiting and uses a competency-based approach to selecting colleagues.
• Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
• Develops the skills and effectiveness of all Front Office colleagues through the appropriate training, coaching, and/or mentoring.
• Encourages colleagues to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
• Ensures that colleagues follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Assists to feedback the results of the Colleague Experience Survey and ensure that the relevant changes are implemented.

General:

• To report for duty punctually and well groomed.
• To provide a courteous and professional service at all times.
• To maintain good working relationships with own colleagues, and all other departments.
• To have a complete understanding of and adhere to the Hotel’s policy relating to Fire, Hygiene, Health and Safety.
• To maintain a high standard of personal appearance and hygiene at all times.
• To have a complete understanding of the Hotel’s rules and regulations and adhere to them.
• To understand and strictly adhere to the Rules & Regulations established in the Associate Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• To report for duty punctually wearing the attire all times.
• To maintain a high standard of personal appearance and hygiene at all times.
• To maintain a good rapport and working relationship with your colleagues and all other departments.
• To attend and contribute to all staff meetings Departmental and Hotel trainings scheduled and other related activities.
• To assist in planning and organising special events, large group and festive promotions within the department.
• To respond to changes in the Rooms function as dictated by the industry, company and hotel.
• You may be required to in accordance with the occupational health and safety requirements of the hotel, evaluate working environments, develop and encourage measures that prevent injuries and illnesses. Ensuring that occupational health and safety information is shared with your associates.

Occasional Duties:

• To carry out quarterly, bi-yearly, yearly inventory of operating equipment.
• To carry out any other reasonable duties and responsibilities as assigned.

We are looking for candidates who have experience in a similar operation.

• Previous experience as Concierge manager with Luxury Hotels



• A sound pre-opening experience in large hotel operations would be advantageous