Chief Concierge

Job Description

• Oversee the Concierge team and create an environment where guest service is paramount.
• Build and maintain relationships with Dubai restaurants, bars, clubs, theatres, music venues, etc., that may be used by our guests.
• Consistently strive to increase guest satisfaction in relation to TripAdvisor and general guest feedback.
• Manage the team’s performance on a day-by-day basis and ownership of the team’s performance in relation to guest satisfaction.
• Promote in-house resources and outlets.
• Facilitate the Concierge team to be knowledgeable with all relevant aspects of Dubai (including City events, transport, new openings, restaurant/theatre recommendations, sightseeing)
• Ensure correct reporting procedures for any guest-related incident, accident, complaint, request, are in place.
• Knowledge of all arrivals/departures and ensure guest name used at all times.
• Fully conversant with current hotel availability situation at any given time, and also future availability.
• Complete knowledge of all hotel features and services including Food & Beverage outlets (menu, price range, promotions, and opening hours), spa (facilities, opening hours), etc.
• Manage any specific business service requests (printing, faxing, mobile/computer hire, etc) with charge as appropriate (no Business Service Centre on site).
• Fully conversant with all hotel room types, numbers, layout, locations, rates.
• Fully conversant with special packages, short & long-term promotions (hotel, outlets, spa), and pass on to Sales Department any possible leads which could develop into future business.
• Form part of the fire team and assist in any emergencies which may arise.
• Ensure all necessary supplies are available for Concierge in order to work efficiently, and oversee ordering and completion of Purchase Orders in line with hotel policies and procedures.

Qualifications

• College Degree in Business, Hospitality, or Related field preferred.
• Knowledge of the local city.
• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
• Enter and locate work related information using computers and/or point of sale systems
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast paced environment and have a high level attention to detail
• Strong verbal and written communication skills in English
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork