Chief Concierge

JOB SUMMARY

Responsible for supporting all aspects of Concierge functions in accordance
with hotel standards. Maintains a concierge service and management philosophy
that serves as a guide to respective staff. Assists in developing
and maintaining the acknowledgment and service of all guests visiting
the location. Supports management to ensure 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; 2 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; no prior work experience required

CORE WORK ACTIVITIES

Maintaining Concierge Goals

• Coordinates 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.

• Supports concierge team
to keep them 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.

• Supports
the establishment of 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

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

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

• Serving as a role
model to demonstrate appropriate behaviors.

• 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.

Ensuring
Exceptional Customer Service

• Assists in ensuring
the concierge team provides services that are above and beyond for customer
satisfaction and retention.

• Improves service by 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.

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

• Supports employees understanding of customer
service expectations and parameters.

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

Additional Responsibilities

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

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

• Informs and/or updates
the executives and the peers 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.