Chief Concierge

**Job Number** 22218111

**Job Category** Rooms & Guest Services Operations

**Location** W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

The Chief Concierge is responsible for the management of all aspects of Living Room Concierge functions in accordance with the Hotel, Les Clef d’Or and 5 Star Standards. Responsibilities includes: Hire, train and supervise Concierge, Welcome Ambassador and Wheels talents. Directs all day to day operations of the concierge desk ensuring guest satisfaction and loyalty. Complete performance reviews and set talent schedules. Compile individually tailored itineraries according to guest needs and expectations. Monitor department budget to control costs/oversee payroll. Contract Transportation services. Participate in Management Meetings and overall hotel operations. Conduct regular talent audits to maintain a consistent high standard. Participate and hold leadership positions in local, domestic and international Concierge Congress communities.

**CANDIDATE PROFILE**

**Education and Experience**
- High school diploma or GED; 3 years experience in the guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 1 year experience in the guest services, front desk, or related professional area.

**CORE WORK ACTIVITIES**

**Maintaining Concierge Goals**
- Supervises day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Assists in development of specific goals and plans to prioritize, organize, and accomplish work.
- Keeps concierge team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
- Establishes an effective database to be used by all team members for restaurant and local attractions.
- Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
- Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
- Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
- Provides check-in and check-out services and handles reservations when needed.
- Maintains knowledge of rooms and their locations, services and facilities of the hotel.
- Confirms repeat and VIP guests are receiving appropriate service and verifies their requests are carried out.
- Responds to emergency situations using appropriate procedures.
- Maintains awareness of daily operations and events at the hotel.
- Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
- Provides warm welcome and anticipation of guest needs throughout their stay.
- Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.

**Supervising Concierge Team**
- Supervises all activities of concierge team.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Takes part in building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises employees and all day-to-day operations. Understands employee duties well enough to perform them in employees' absence.
- Maintains open, collaborative relationships with employees and encourages employees do the same within the team.
- Verifies concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

**Ensuring Exceptional Customer Service**
- Promotes an atmosphere where concierge team provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
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