Supervisor - Concierge

Position Summary

Responsible for the operational efficiency of Concierge Desk during shift.

Primary Responsibility

• Greets and ensures that all guests are attended to in a friendly and helpful manner at all times and attempts to use the guest's name at every opportunity.
• Has full awareness, manages and supervises all tasks of his team members.
• Does everything possible to ensure that the guests depart the Hotel with a positive impression of the Hotel services.
• Supervises and directs Concierge activities and Concierge team members.Takes full responsibilities of the Assistant Chief Concierge in his/her absence.
• Is responsible for the maintenance of the Hotel information directory and ensures that the information shown is current and accurate at all times.
• Ensures that the Concierge counter is providing efficient service and accurate information to all guests.
• Is always prepared to recommend first and foremost the Hotel's own FandB outlets before any other, making himself/herself totally familiar with the operating hours and each outlet's specialty.
• Provides information pertaining to all Hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to the guest.
• Is thoroughly aware of arrivals and departures of each day with emphasis on VIPs and groups.Is responsible for training the Concierge Agents in the day to day tasks.
• Ensures that all Concierge team members are fully informed and knowledgeable on Hotel facilities and its surrounding areas.
• Is fully conversant with emergency evacuation and fire procedures and ensuring allConcierge team members are aware of these procedures.
• Prepares efficient work schedule for Concierge, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Ensures that all Concierge team members is neat, clean and punctual at all times and that they perform the tasks assigned to them promptly and efficiently.
• Handles problems associated with guests and refers to his supetior if he is unable to help.
• Has full knowledge of Galaxy Hotel standards, conducts shift briefings to ensure Hotel activities and operational requirements are known.
• Maintains a well-groomed hair style and wears clean, shiny well polished shoes and a neat uniform while on duty.
• Assumes other duties assigned by Management as required.

Requirements

• Knowledge and Skills: Knowledge of Hotel facilities and services
• Education, Training Qualifications: College Level
• Experience: Minimum 2 years relevant experience of Front Office in the Hotel industry
• Personality: Initiative, organized and detail-oriented; excellent communication and interpersonal skills
• Languages: Good command of both written and spoken English, Cantonese or Mandarin
• Other Requirement: Knowledge of another foreign language other than the ones mentioned above is an advantage