Responsibilities:
- Lead the Concierge team, including recruitment, training, and performance management
- Ensure exceptional service standards, maintaining a GAP analysis score of no less than 90%
- Oversee departmental rosters, ensuring adequate staffing and effective communication with Night Manager
- Manage guest services, including prompt handling of messages, parcels, and courier services
- Maintain comprehensive knowledge of hotel facilities, local area, and VIP guests
- Coordinate with Reception/Front Office and Airport Services for seamless VIP arrivals and departures
- Oversee maintenance of Concierge equipment and purchasing requirements
- Conduct regular departmental meetings and maintain cooperative relations with other departments
- Ensure compliance with Health and Safety legislation and attend relevant training courses
- Maintain cleanliness and presentation of the Concierge desk, Hotel entrance, and Lobby
- Develop and implement innovative guest service initiatives to enhance the overall guest experience
- Manage and resolve complex guest inquiries, requests, and complaints in a timely and professional manner
- Establish and maintain relationships with local businesses, attractions, and service providers to secure preferential rates and exclusive experiences for guests
- Prepare and analyse monthly reports on guest satisfaction, team performance, and departmental efficiency
- Collaborate with the Marketing team to promote concierge services and create bespoke guest experiences
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.