Continually proactively find ways to improve the scores of all audits related to the department.
Effectively and proactively develop and supervise colleagues to ensure that all departmental standards and goals are understood and met.
Assist Concierge Supervisor and Chief Concierge to identify training needs of the department and recommend effective training programmes to ensure service standards and colleagues’ knowledge are met with required standards
Be familiar with all Concierge related Standard Operations Procedures and hotel’s policies and procedures. Responsible for conducting trainings in Concierge team. Make recommendation to Chief Concierge on operating procedures to ensure smooth operation when necessary
Know the services, facilities, events in the hotel and be able to refer the guest to Concierge for any inquiry of hotel services.
Pay special attention to any special city events which may affect the usual traffic in hotel’s surrounding area or the city and share within Front Office and relevant departments e.g. Reservations, Security etc as soon as possible together with any recommendations
Always stationed at counter, or hotel lobby / hotel main entrance/ doors if required, to assist with daily operations of the team
In addition to transportation arrangement, attend to all kinds of inquiries and provide assistance e.g. airline tickets reconfirmation, on-line registration, visa application, ticket bookings on special events, restaurant reservation, courier service etc
Communicate with and closely work with Catering/ Banquet to ensure the availability of parking spaces for events/ banquets
Responsible for order of newspapers for guests, restaurants and offices and avoid under nor over ordering. Ensure the delivery by Bellboy is according to request/ preference
Ensure luggage (arrival, departure, storage, hold for collection, room change) and parcel/ mails/ message/ facsimile handling, outgoing and incoming, (in house, hold for collection, on-day arrival, check-out, no booking etc) by the Concierge team is completely follow relevant policy and procedure as well as LQE standards
Assist Chief Concierge on overall administration of Concierge including all outgoing correspondences and reports. Ensure all inquiries received via email or by fax are responded to within 12 hours
Fully follow company’s policies and procedures while handling cashiering duties, if applicable, (e.g. cash transactions on visa application, selling of stamps, mailing handling etc) and the cash float are accurate at all time
Properly filing supporting documents/ invoice in accordance to company policies and requirements；Properly filed all records/ report (e.g. delivery record, mail collection record etc, transfer summary etc) for a minimum of 2 years
Be very knowledgeable of Concierge related IT&T systems, particularly AliceConcierge, and participate in any system related activities
Take the lead in Concierge of any system downtime situation (HMS) during the absence of Chief Concierge and be acknowledgeable to supervise the team and the operations by closely work with Guest Services team (e.g. check-in, check-out, room change etc) to ensure guest satisfaction is still being highly maintained during the system downtime
Ensure grooming before/during work shifts
Always maintain a good work relationship with other departments.
Job Requirement：
Desire to serve and to provide excellent guest services.
A team player, be able to multi-task and remain composed at all times.
Able to communicate in spoken English and Mandarin
Minimum 1-year relevant working experience in international luxury hotel brand
