Head Concierge at Belmond Mount Nelson Hotel

Primary Responsibilities Include:

• To ensure the smooth and efficient operation of the Concierge department and co-ordinate with various other departments in order to ensure personalised, prompt and flawless service to all guest.
• Direct the concierge team which includes the porters and doormen.
• Be well versed in the events, happenings in and around the city.
• Be well connected to key restaurants, venues, and contacts in airlines, theatres and other leisure outlets for last minute guest requests.
• Maintain and control the use of the arrival and departure luggage room, ensuring that luggage is properly stored and labelled at all times.
• Identify training needs, develop training plans and implement training sessions for all associates within the section on a regular basis.
• Monitor the Concierge team and ensure that they are engaged in their daily duties – greeting of guests at entrance, carrying luggage, rooming of guests, daily directory postings, and transfer arrangements.
• The ability to manage the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours).
• The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests’ requests.
• Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals.
• Manage the rostering of the concierge team.

Requirements

What You Bring:

• Minimum of 2-3 years’ experience in a similar role and Hotel Management diploma/degree - advantageous
• Excellent customer service orientation.
• Exceptional communication, organisational & administrative skills.
• Computer literacy (MS Word, Opera etc.).
• A sound knowledge of Cape Town and surrounds.