Head Concierge at Sun International

Job description

Main Purpose of the Job

Reporting to the Rooms Division Manager, the main responsibility of the Head Concierge is to manage the concierge desk and porter / driver services to enhance the customer experience in line with Company standards and procedures.

Education

• Grade 12
• Hotel School Diploma an advantage

Experience

• 1 year experience in a hospitality environment
• Opera knowledge would be an added advantage
• Drivers licence an advantage
• Analytical thinking and problem solving ability
• Customer Service Orientation to provide service excellence by going the extra mile to understand and meet the customer’s needs.
• Ability to co-operate and work well with others and manages team conflict in the pursuit of team goals.
• Is able to build and lead an inspired and engaged high performing team.

Key Performance Areas

• Manage the daily operations of the concierge desk
• Manage Business partner relationships to ensure delivery to the hotel’s service and facility standards in the department
• Manage and co-ordinate with Housekeeping / F&B and other internal departments for any special guest requirements for guests' special occasions
• Personalise the guest experience by providing information with regards hotel and resort facilities, co-ordinating and managing bookings, tours, reservations, etc. on behalf of the guests in the hotel
• Provide linguistic assistance as per market segmentation requirements
• Shift management responsibility
• Manage productivities / rostering for the department in line with operational requirements
• Communicate with staff via shift briefings / handovers / shift reports
• Control stock levels and budgets.
• Spot check rooms and public areas daily to ensure standards are maintained.
• Enforce health and safety procedures.
• Attend all meetings when required
• Ensure own conduct in dealing with guests and associates is a reflection of the Hotel’s values
• Check VIP status and rooms.
• Monitor the resolution of guest complaints.
• Develop staff to deliver to the hotel service and quality standards
• Ensure the effective and fair management of people processes in the department.
• Compile management reports

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.