Job Description

- Supervises and directs Concierge, Bell Desk activities and Bell Staff as well as Doormen, Valet Parking and airport transportation requirements
- Provides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to guests
- Recommends first and foremost the hotel's own Food and Beverage outlets before outside restaurants, with full knowledge of the outlets (e.g. cuisine, operating times, etc.)
- Ensures the lobby is always kept in an orderly fashion and that ashtrays are kept clean
- Prepares efficient work and vacation schedules for Concierge, Doorman, and Bell Services, taking into consideration project occupancy and forecasts and large group movements
- Ensures that all Concierge, Doormen, Valet, and Bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently
- Handle problems associated with guests and liaise with department heads or executive management in the absence of the Front Office Manager
- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and implements them through thorough on-the-job training
- Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs
- Conducts probation and formal performance appraisal discussions; coaches, counsels and disciplines staff, providing constructive feedback to enhance performance