Concierge Supervisor

Roles and responsibilities

Reporting to the Rooms Division Manager, responsibilities and essential job functions include but are not limited to the following:

• Be responsible for and pro-active in the recruitment and selection of all Concierge staff
• Constantly review training needs within the department primarily through the Hotel's appraisal system in conjunction with the Front Office Training Manager
• Implement and monitor minimum standards of service throughout the department resulting in a GAP analysis score of no less than 90%
• Responsible for the departmental roster, ensuring adequate staffing at all times
• Regular communication with the Night Manager regarding the supervision of the Night Concierge staff, identifying and dealing with any issues that may arise
• Ensure that no suspicious packages are accepted
• Ensure that all Concierge team are correctly dressed and groomed for work
• Ensure the efficient and prompt handling and delivery of all messages, facsimiles and parcels throughout the Hotel
• Be familiar with all guest services within the Hotel and to ensure that all Concierge staff are also adequately furnished with such information
• Knowledgeable about the immediate and surrounding area, while maintaining a library of relevant information
• Be familiar with courier companies and their charges
• Be aware of the daily schedule and activity of the Hotel's drivers
• Be familiar with all daily events and functions occurring within the Hotel and to effectively communicate this information to all staff on duty
• Ensure that the Concierge desk, Hotel entrance and Lobby kept clean and tidy at all times
• Aware of VIP visitors and long-standing guests, offering them a polite and courteous personal service
• Establish and maintain an effective communication system with Reception/ Front Office Management and Airport Services with regard to VIP arrivals and departures
• Responsible for the maintenance of all Concierge equipment
• Regularly conduct departmental meetings, encouraging two-way communication when doing so
• Maintain amicable and co-operative working relations with other departments
• Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
• Facilitates performance evaluations for all Concierge colleagues
• Attend any courses Management may deem beneficial
• Manages all purchasing requirements for Concierge Desk

Desired candidate profile

• A minimum of 3 years, Hotel Concierge management experience
• Previous experience in a similar capacity
• Fluent in English, with knowledge of second language an asset
• Proven ability to guide and coach team members
• Recognized commitment to guest service and exceeding guest expectations
• Proven ability to balance complimentary objectives, guest service, colleague satisfaction and profitability
• Excellent leadership, written/ verbal communication and interpersonal skills
• Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure
• An operational knowledge and proficiency in Front Office Systems-Micros-Opera and Microsoft Office suite (Word, Excel, PowerPoint)
• Degree or Diploma in Hospitality Management is an asset
• Active member of Les Clefs D’Or is an asset