Chief Concierge

JOB SUMMARY

Responsible for the management of all aspects of Concierge functions
in accordance with hotel standards. Directs, implements and maintains
a concierge service and management philosophy that serves as a guide
to respective staff. Responsible for developing and maintaining
the acknowledgment and service of all guests visiting the location. Ensures all
departments are aware of all guests’ needs and information prior to arrival
that will lead to a unique, memorable and personal stay.

CANDIDATE PROFILE

Education
and Experience

• High school diploma or GED; 3 years experience
in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration or related major; 1 year
experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Maintaining Concierge Goals

• Manages day-to-day
operations, ensuring the quality, standards and meeting the expectations of
the customers on a daily basis.

• Develops specific goals and plans
to prioritize, organize, and accomplish work.

• Keeps concierge team
focused on the critical components of operations to drive guest satisfaction
and the desired financial results.

• Understands the impact
of department’s operations on the overall property financial goals
and objectives and manages to achieve or exceed goals.

• Establishes
an effective database to be used by all team members for restaurant and local
attractions.

• Establishes relationships with local attractions,
restaurants and other businesses to enhance guests’ experiences.

•
Provides recommendations and arranges services for guests as requested (e.g.,
car rental, airline and train tickets, office services, beauty and barber
services, baby sitting, repairs, shopping).

• Maintains awareness
of cultural differences needed to meet guest's specific needs
and requirements.

• Provides check-in and check-out services and handles
reservations when needed.

• Maintains knowledge of rooms and their
locations, services and facilities of the hotel.

• Ensures repeat and VIP
guests are receiving appropriate service and ensures their requests are carried
out.

• Responds to emergency situations using appropriate procedures.

• Maintains awareness of daily operations and events at the hotel.

•
Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled
in-house group names, background, activities, locations, and times as well
as special requests/arrangements

• Complete and communicates employee
schedules.

• Provides warm welcome and anticipation of guest needs
throughout their stay.

• Inspects grooming and attire of staff and makes
recommendations for immediate rectification of any deficiencies.

Managing Concierge Team

• Supervises all activities
of concierge team.

• Utilizes interpersonal and communication skills
to lead, influence, and encourage others; advocates sound financial/business
decision making; demonstrates honesty/integrity; leads by example.

•
Encourages and building mutual trust, respect, and cooperation among team
members.

• Serving as a role model to demonstrate appropriate
behaviors.

• Supervises and manages employees. Manages all day-to-day
operations.

Understands employee positions well enough to perform duties in employees'
absence.

• Establishes and maintains open, collaborative relationships
with employees and ensures employees do the same within the team.

•
Ensures concierge team effectively handles guest requests and adheres to all
hotel policies, procedures and standards while striving towards total guest
satisfaction.

• Supervises staffing levels to ensure that guest service,
operational needs and financial objectives are met.

• Ensures
that regular on-going communication is happening with employees to create
awareness of business objectives and communicate expectations, recognizes
performance, and produces desired results.

Ensuring
Exceptional Customer Service

• Ensures concierge team provides
services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand
guest needs, providing guidance, feedback, and individual coaching when
needed.

• Responds to and handles guest problems and complaints.

•
Sets a positive example for guest relations.

• Empowers employees
to provide excellent customer service.

• Observes service behaviors
of employees and provides feedback to individuals.

• Interacts
with customers to obtain feedback on quality of product, service levels
and overall satisfaction.

• Ensures employees understand customer service
expectations and parameters.

• Interacts with guests to obtain feedback
on product quality and service levels.

Supporting Human
Resource Activities

• Supports the developmental needs
of others and coaching, mentoring, or otherwise helping others to improve their
knowledge or skills.

• Solicits employee feedback, utilizes an “open
door” policy and reviews employee satisfaction results to identify and address
employee problems or concerns.

• Brings issues concerning employee
satisfaction to the attention of the department manager and Human Resources.

• Assists as needed in the interviewing and hiring of employee team members
with the appropriate skills.

• Supports a departmental orientation
program for employees to receive the appropriate new hire training
to successfully perform their job.

• Participates in employee progressive
discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers,
and subordinates by telephone, in written form, e-mail, or in person.

•
Analyzes information and evaluating results to choose the best solution
and solve problems.

• Informs and/or updates the executives, the peers
and the subordinates on relevant information in a timely manner.

•
Participates in departmental meetings and continually communicates a clear
and consistent message regarding the front of house goals to produce desired
results.

Every day, we set
the standard for rare and special luxury service the world over and pride
ourselves on delivering excellence in the care and comfort of our
guests.

Your role will be to ensure that the “Gold Standards”
of The Ritz-Carlton are delivered graciously and thoughtfully every day.
The Gold Standards are the foundation of The Ritz-Carlton and are what guides
us each day to be better than the next.

It is this foundation and our belief that our culture drives success by
which The Ritz Carlton has earned the reputation as a global brand leader
in luxury hospitality. As part of our team, you will learn and exemplify
the Gold Standards, such as our Employee Promise, Credo and our Service Values.
And our promise to you is that we offer the chance to be proud of the work
you do and who you work with.

In joining The Ritz-Carlton,
you join a portfolio of brands with Marriott International. Be where
you can do your best work, begin your purpose, belong to
an amazing global team, and become the best version
of you.