Responsible for providing hands-on leadership support to the Chief Concierge by following all instructions and guidelines set for the success of the department.
Train, direct, and supervise the concierge’s daily operation of the department.
Responsible for ensuring keen focus on Guest Satisfaction with Resolution Scores by working with related areas to ensure guest issues are reported when they occur and addressed by senior team members prior to guest departure.
Maintain a consistent and sufficient level of brochures, maps handouts, etc.
Be knowledgeable of all in-house and arriving guests.
Supervises and directs concierge and bell staff, doormen, parking, and airport transportation requirements.
Be aware of all daily events in the hotel.
Arrange for package delivery and pickup for guests.
Provide a daily list to the Front Office Manager and Hotel Duty Manager of transportation reservations.
Offer a warm, sincere, and personalized welcome to all guests.
Create special conversations with guests that identify personal preferences to record in each guest’s profile history.
Act as a guide when guests ask for directions and assist them to destinations within the hotel.
Prepares efficient work and vacation schedules for concierge, doorman, valet, and bell services.
Ensure that Mandarin Oriental and Riyadh’s grooming and appearance standards are observed. Observe the service behavior of colleagues and ensure that all uniforms are properly attired and groomed, each wearing a nametag and appropriate brand standards.
To conduct the monthly Concierge inventory.
Participates as needed in the investigation of associate and guest accidents.
Provide clear directions for all guests traveling outside the hotel.
Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs.
Respond to all guest needs and requests.
Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs with the support of the L&D department and Chief Concierge.
Conducts probation and formal performance appraisal discussions; coaches, counsels, and disciplines staff providing constructive feedback to enhance performance.
Maintain a daily sheet of all guest requests, reservations, and confirmations for guests and keep track of all reports.
Empower colleagues to provide memorable service to all guests.
Hold a monthly departmental meeting.
Participate in all operations meetings.
Consults and conducts leadership performance reviews for all direct reports, both midyear and year-end.
Assists guests in the recommendation, booking, and organizing of sightseeing/shopping/arts, tour planning, and cultural activities.
Provides all information about the hotel’s services and facilities.
It is expected to have extensive and intimate knowledge of Riyadh and surrounding regions. This includes all modes of transportation, restaurants, retail, sightseeing, arts, sports activities, music concerts, and cultural activities. All recommendations must appear to be personal, and insightful, and also to provide a city map.
Builds relationships with guests to delight and gain loyalty.
Ensure customer satisfaction from arrival to departure by the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars, and the respective service standards of MOQA.
Sustainable Responsibilities:
This role involves implementing eco-friendly practices, educating guests/colleagues on sustainable initiatives, and continuously seeking ways to minimize the hotel's environmental footprint.
Knowledge of waste sorting and recycling procedures. Energy Conservation: Water Conservation.
Supporting sustainability initiatives.
Requirements:
Strong Communication Skills in English.
Previous experience with a 5-star hotel in the Concierge department.
