[ZV040] - Head Concierge

JOB DESCRIPTION- Maintains department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.- Identifies staff training requirements and service i mproveme n ts areas.- Supervises an d guides Concierge Team to ensure that hotel’s policies and procedures are adhered to.- Crea t e s a positive and highly motivated working environment that promotes and develops teamwork.- Utilizes and develops communicati o n tools and channels for the dissemination o f information and workflow in the section.- Give feedback to Front Office Manager on the performance of team members.Guest Loyalty- Promptly and actively o btains feedback from guests and inform the relevant departments th e actions taken to rectify the feedback and to ensure gue s ts’ satisfaction.- Maintains and enforces all quality standards and procedures from guest’s pr e arrival, to guest’s arriv a l, to guest’s i n house stay to guest’s departure.- Ensures that all guests are all Le Club Accor member are welcomed on arrival.- Ensures that fond farewell is extended to all Le Club Accor members.- Ensures that luggage delivery and pick is as per standard.- Prepares regular action plans to improve guest services.- Achieves guest delight through friendly and proficient services at the Front Office operations and ensure repeat business through personalized, efficient services.- Must have complete knowledge of membership levels of Le Club Accor program.- Ensure that team of Concierges have complete knowledge of the city.- Enable decision making at guest contact point to ensure guest loyalty.Operational Processes- Ensure that all guest requests are handled quickly and efficiently.- Is fully aware o f all the activities taking place in the hotel, e.g. functions, V I P / group arrivals and departures.- Ensure that luggage delivery and collection service is efficient and smooth.- Is responsib l e for receip t , storage and shipment o f luggage and packages for guest.- Arranges for outside errands for guests such as pick up / delivery of packages, passport fo r malities and r e validation o f air tickets.- Arranges transportation for guest’s on arrival and departure.- Ensures driveway orderliness and manages the flow o f tr a ffic in the driveway.- Ensures that all equipment is properly clea n e d and maintained.- Ensure that city knowledge is updated.- Ensure and check all equipments in Front Office Department are in working condition.- Randomly checks hotel limousine for standard.- Liaison with Events for requirement of Valet for major functions.- Liaison with transport vendor for requirement of cars.Administration- Manages the budget and forecast of T ransportation.- Reviews and manages monthly Transportation expense a n d revenue- Maintains the record of guest transport usage, ensure that all transport usage is recorded.- Performs all other job assigned by the Management.- Monitor Hot SOS reports for service efficiency and escalations.- Review service efficiency of luggage delivery and prepare action plan for improvement if needed.Occupational Health and Safety, interreact, Planet-21- Demonstrate Awareness of interreact, policies and procedures and ensure all procedures are conducted safely and within guidelines in your departments- All employees to safeguard their health and safety, and the health and safety of others, in the workplace.- Engage Our Guests in a sustainable experience,- Co-innovate with our partners to open up new horizons,- Work hand-in-hand with local Communities for a positive impact,- Move towards carbon neutral Buildings,- Strive for zero food waste & healthy, sustainable Food,- Act as an inclusive company for our people,- Engage our Guests in a sustainable experience.