(For Malaysian Applicant only)
The Chief Concierge is responsible for overseeing the concierge team and ensuring exceptional guest experiences through personalized service.
This role involves coordinating guest requests, managing VIP services, and maintaining strong relationships with internal departments and external service providers to enhance the guest experience.
Provide a professional and customer focused service to all customers and internal visitors ensuring that their first impression of the company is at the highest standard.
Responsible for the supervision and control of the Concierge and Bell section and maintains highest service standards.
Set the plan of the luggage delivery process, which should go along with a well-organized, rapid, efficient, and friendly service, according to the hotel policies and procedures. Luggage storage is well monitored and the storage spaces are in a neat and presentable conditions at all times together with applicable inventory systems.
To supervise, control, evaluate and co-ordinate the performance of subordinates.
Ensures that all subordinates are carrying out all their duties and responsibilities according to their Job Description.
Has a hands-on approach to operations, and should constantly be striving to innovate new ideas to enhance our service product and update the ever-changing information on the recommended restaurant and things to do.
To provide efficient and professional hospitality service to the guests throughout their stay.
Arrange for trips, tours, interpreters, reservations and sightseeing for guests while also taking care of essentials such as arriving packages and luggage.
Maintain logbooks for recording of the daily operations of the Concierge, Transportation and Bell Service. Ensure all activities are properly logged down with clear record.
SPECIFIC DUTIES & PERFORMANCE RESPONSIBILITIES
Financial Responsibilities:
1. To monitor revenue-generating opportunities, such as commission-based services.
2. To establish and monitor cost and expense control systems and procedures to achieve budget operating results.
3. Prepare reports on concierge operations, guest feedback, and service trends.
4. Is able to take corrective measures and actions to ensure highest possible profitability
5. Maximizes revenues through pro-active action rather than re-active.
6. Ensure compliance with hotel policies and financial procedures.
7. Being the liaison with 3rd party providers and ensuring contracts have been established together with Finance / legal department and are being followed.
Operational Responsibilities:
Guest Service
1. Provide professional and personalized concierge services to guests, ensuring their needs are met efficiently.
2. Schedules him to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room
3. To be demanding and critical to service standards as well as hygiene standards.
4. To constantly strive to please all guests that he may come into contact with
5. Is responsible that employees project professionalism and are well trained and provide friendly and efficient service
6. Ensure a speedy telephone and message service at all times
7. Maintains an atmosphere of tranquility at the Concierge, never giving the impression that there is a problem
8. Ensure all guest inquiries and requests are handled in a polite, courteous and efficient manner.
9. Handle guest inquiries, concerns, and complaints with professionalism and prompt resolution.
10. Provide monthly entertainment and activity information at Concierge Counter for guests.
11. Maintain strong knowledge of local attractions, events, and experiences to enhance guest stays.
12. Handling car valet requests and ensuring guest property is handled with care at all times and recording systems in place
Product:
1. Verifying constantly that the physical product in all aspects is consistent with the hotel standards
2. Patrolling assigned areas frequently to ensure cleanliness and well maintained areas
3. Ensuring that policies and procedures in regards to staff appearance, hygiene and sanitation are enforced
General:
1. Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels
2. Liaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies
3. Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation
4. Monitor and manage concierge desk supplies, ensuring efficient operations.
Marketing Responsibilities:
1. To assist in the preparation of the annual, Business Plan for the entire Department
2. Fully understands the market needs of house guest and local market, assisting in the development of product lines and services accordingly
3. Constantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competition
4. Entertaining regular any potential clients and maintaining excellent guest relations
5. Attending the weekly guest cocktail as a hotel management’s representative
Personnel and Training Responsibilities:
1. Lead, train, and motivate the concierge team to deliver outstanding service.
2. Regularly training all subordinates, as well as to ensure their attendance to any training course conducted by the hotel management for them.
3. Ensuring team members are knowledgeable about hotel services, policies, and guest preferences.
4. To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision making
5. Giving subordinates frequent feedback on their performance and status of development.
6. Conducting annual appraisals conducted in the Department
7. Exercise self-control, patience and is known for his fairness at all times
8. Maintaining an “Open Door” policy
9. Project a positive and motivated attitude among his peers and employees at all times
10. Ensuring that all personnel are train related policies and their development and to monitors their effectiveness.
11. Ensuring that all areas of responsibility are properly staffed, supervised and operating smoothly and ensure it smoothly without delay or mishandle.
12. Committed to training and shows concern about the training the team receive
13. To ensure that all employees are fully conversant with the hotel’s facilities and services
14. Preparing a monthly and weekly Duty Roster for the Concierge and Bell Section
15. To ensure that all employees schedule is properly established and maintained.
16. Conduct Personal Development Interviews and Colleague Performance appraisals as required
17. Ensure the smooth flow of traffic in front of the Hotel
18. Encourage and motivate colleagues
19. Taking care of various administrative tasks including information updating with the concierge team on new restaurants tours etc…in Langkawi
20. Dealing with guest complaints and be ever-present in the lobby
21. Constantly beware of daily functions and promotions in the hotel
22. Maintain high standard of personal appearance and hygiene at all times
23. Assist guests and patrons by opening and closing car doors
- Covers opening of car doors for coming and outgoing guests/patrons
- Count number of luggage unloaded and double check with the guest to ensure that no luggage is left out in the vehicle
24. To command high level of product knowledge of hotel and local area
25. Ensure good rapport and working relationship with colleagues and other departments
26. Ensure safe driving of buggy and hotel vehicle by operating staff
27. Check and maintain the cleanliness and tidiness of the buggy and hotel vehicle
28. Ensure prompt delivery of guest luggage to room and group luggage to rooms correctly and promptly
29. Monitor Transportation Supervisor to finish all assignments given by management, and to keep proper records of all transportation activities
30. Ensure staffs handles luggage properly and ensuring the safety and well-being of each luggage
31. Ensure proper records are kept in the event of guest request for safekeeping of their luggage
32. Ensure Porte-cochere and lobby are clean, tidy in order at all times
33. Records all important matters and events in the log book. Report to the Front Office Manager / Assistant Front Office Manager / Duty Manager any and all unusual circumstances occurring in the Lobby and floor area.
34. Keeping an eye for potential "skippers" and report to Reception
35. Performing any other duties as and when instructed by Front Office Manager
36. DIVULGING OF HOTEL INFORMATION:
a. The hotel requires that you will not (either during or after your employment) without the hotel's written consent, divulge any information concerning the hotel or any associated hotels or any of their dealings, transactions of affairs; which may come to your knowledge during the course of your employment with the company.
Administrative Responsibilities:
1. Accomplish all monthly reports as required
2. Coordinate with front office, housekeeping, and other departments to ensure seamless guest experiences.
3. Maintain records of guest preferences and ensure VIPs receive personalized services.
4. To maintain all hotel records and forms as prescribed by established policies and procedures
5. To control the preparation of room occupancy forecast on a daily, weekly and monthly basis
6. Is able to meet given or agreed deadlines
7. To attend all briefings and meetings as requested and necessary
8. Is able to plan long term but at the same time is able to react to sudden chances instantly
9. To conduct briefings and meetings as per established policies
10. Being comfortable in the use of computer systems
11. To understand and comply with local regulations and legislation
12. To assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager job description.
13. Performance managing all staff in Concierge, and ensuring all personnel files are kept up to date
REQUIRED SKILLS
Knowledge and Skills:
Education:
College degree preferably specializing in Rooms Division Management or equivalent is required.
Experience:
Proven experience in a concierge or guest relations role, preferably in a luxury hotel setting.
Seven years previous experience as Head of Department in Rooms Division (i.e. Front Office) in International Hotel Chain.
Skills and Abilities:
Strong leadership and communication skills.
Requires an in-depth knowledge of rooms division operations
In-depth knowledge of local attractions, events, and hospitality services.
Once engaged, the ability to embrace The Datai culture, core standards, policies, and standard operating procedures.
Requires ability to operate computer equipment/tools and related software/system.
Requires reading, writing and oral proficiency in the English language.
Excellent organizational skills with attention to detail.
Fluency in English; additional languages are an advantage.
Job Type: Full-time
Pay: RM5,000.00 - RM6,500.00 per month
Benefits:
- Health insurance
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development