Scope of Position 

• Oversees the effective and efficient operation of Concierge which includes Porter and Transportation in accordance with the objectives, performance and quality standards established by the hotel. To plan, organize, and motivate all colleagues to excel in delivering Legendary Quality Experience to all guests. 
   

Duties & Responsibilities

• Ensure that Legendary Quality Experience, policies, mission, vision and objectives are followed through
• Responsible for the efficiency of Concierge Team which includes Porter and Transportation Services
• Handles guests queries/complaints related to Rooms in a prompt and efficient manner, informing the Hotel Duty Manager when necessary
• Establish and maintain operation standards.  Initiates new procedures to increase efficiency, productivity and maximum guest comfort and satisfaction
• Ensure effective manning at all times to maximize productivity and business demands
• Perform all aspects of personnel and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary action, monitor performance, etc
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of all colleagues
• Mainly responsible in upholding LQE and CQE standards within the Concierge Department 
• Responsible for departmental requisitions
• Plan and administer the duty roster on a weekly basis. Ensuring that casual cost is within budget
• Knowledge of hotel’s emergency procedure or BCP (Business Continuity Plan)
• Knowledge of the names and designations of key personnel within the MOHG
• Interview potential candidates for vacancies in Concierge department and recommend accordingly
• Appraise colleagues annually within the Section and recommend confirmation/promotions
• To undertake and promptly discharge any other assignments which may not be specifically mentioned above and may be given from time to time by the Management
• Maintain complete and readily accessible files and records necessary for effective operations and future references including FLHSS
• Participate and be actively involved in Les Clefs d’Or activities to ensure good connections and network of information are maintained and enhance

Job Requirement 

• Bachelor Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management is an advantage
• Minimum 5 year of experience working in a 5-star hotel environment
• A minimum of 3 years of Concierge experience in a luxury hotel
• Strong command of MS Office products, GoConcierge, and Hotsos
• Must be member of Clefs d’Or