Assistant Manager Concierge

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 (eg, car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping)

Maintains awareness of cultural differences needed to meet guests 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