Assistant Manager - Concierge

Position Summary

Under the general direction of the Chief Concierge and within the limits established by Hotel policies and procedures, assists overseeing and directing all aspects of the Concierge operations. As a team member, continually strives to deliver the highest quality of service to customers, whilst adhering to all legal rules, reuglations and guidelines of the Hotel.

Primary Responsibility

• Ensures that all Concierge and Bell Desk employees deliver the brand promise and provide exceptional guest service at all times.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Ensures that communication and co-ordination of all Departments, with particular emphasis on the interaction between Concierge and Front Desk, Sales, Housekeeping, Maintenance, Telephone, Security are smooth and efficient.

• Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.

• Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner.

• Develops the skills and effectiveness of all Concierge and Bell Desk employees through the appropriate training, coaching, and/or mentoring.

• Conducts annual Performance Development Discussions with Concierge and Bell Desk employees, supports them in their professional development goals.

• Assists to prepare and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.

• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Requirements

• Knowledge of Hotel facilities and services.
• Diploma holder in Hospitality Management or related disciplines.
• Minimum 3 years relevant experience in supervisory level of Front Services in the Hotel industry.
• Initiative, organized and detail-oriented: excellent communication and interpersonal and supervisory skills; highly sociable and outgoing.
• Good command of both written and spoken English, Cantonese or Putonghua
• Knowledge of another foreign language other than the ones mentioned above in an advantage.