Head Concierge at Sun International

Job Purpose

• The Head Concierge as part of the concierge team will be responsible for supervising front of house services teams, processes and operations involved with accountable for supervising front of house guest relations desk, Porte cochere, portering activities (hotel welcome, valet parking), and luggage services, ensuring that internal (SOP’s) and external (grading) standards and procedures are continuously achieved, client disputes / queries are resolved and that the customer experience provided by the department is professionally executed in line with Sun International standards and legislative requirements

Key Performance Areas

• Contribute to the customer services management for the hotel, engaging with customers and tour operators to provide a customer experience within the hotel / on the floor that will support brand loyalty ensuring Sun Maslow as the hotel brand of choice
• Follow up on Customer feedback whilst the customer is still on site to ensure that any negative customer experiences are turned around to a positive experience
• Responsible for maintaining cleanliness and safety requirements of all front of house areas, and report any maintenance issues
• Review arrival list for all arrivals and VIPs checking-in including room allocations, amenities, and special requests
• Oversee and supervise guest arrivals and departures at the Porte cochere Manage the control of vehicles and guest luggage
• Oversee the co-ordination of shuttle services to transport guests and to and from locations external to the hotel.
• Supervise luggage collection and delivery to and from guests’ rooms (where relevant), ensuring the correct tags are used to label guest luggage
• Arrange storage for packages and luggage as required by guests when checking out until departure Oversee the proper use, maintenance and repair of luggage trolleys and other service carts.
• Initiates requests and follow-ups for repair of trolleys whenever necessary. Co-ordinate and schedule the cleaning and servicing of cars and shuttles used by the hotel Manage the day to day running of the onsite Car Wash team – supplier.
• Supervise the team and processes to arrange guest transportation, excursions, and arrangements during their stay at the hotel making dinner reservations and dealing with any special requests for guests during their stay
• Enable the team to provide information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation. Put in place staff scheduling and duty allocations to ensure maximum coverage
• Record keeping and inputting and management of the Kronos hours. Handle shift briefings / handovers / shift reports Interact and be present on the floor during service to understand and assist clients with requests, special requirements, recommendations, concerns, resolution of escalated complaints, etc.
• Manage staff appearance and floor appearance/ functioning of equipment and systems, reporting and resolving any issues experienced
• Complete shift reports
• Complete and keep back-up departmental admin / paperwork Team management including teams at port cochere, guest relations and concierge desk including supervision of staff conditions of employment (attendance, absenteeism, leave, adherence to policies and procedures); employee training and coaching, employee relations within the department, and performance management
• Onboarding of new staff members Authorise spend in line with budget, report on any variances for the department Day to day recording and acknowledgment of the Sun GHA program and MVG customers

Job Requirements

Education

• Grade 12 Diploma in hotel management or similar
• Experience 6 years’ experience in a hotel rooms department such as concierge, guest relations, front office
• Previous experience in supervising a team is an advantage

Skills and Knowledge 

• Influencing Skills Managing Customer & Stakeholder relationships
• Decision-making
• Emotional Maturity Integrating (Connecting, Relating, Conflict Handling)
• Checking (attention to detail)
• Taking ownership Responding with urgency
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Team supervision
• Product knowledge & standards – rooms, facilities, promotions, etc.
• Proficient English written and verbal communication skills
• Accommodation pricing structures
• Proficiency in MS Office Suite, Opera  
• Business Acumen
• Basic Financial Acumen
• Knowledge of health and safety regulations
• Knowledge of an additional language is an advantage