Assistant Manager, Concierge

About The Role

Ensures that the level of service that is delivered to guest upon arrival and departure is in a safe and professional manner, aiming to exceed guest expectations as they are the first and last impression of the hotel. To ensure that all guests are given a friendly, courteous, informative and efficient service, on airport / chauffer and shuttle service transfers, ensuring that standards are maintained to achieve maximum guest satisfaction.

• To ensure that all Concierge employees adhere to the section’s Standard Operating Procedures.
• To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls.
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our resort.
• To always lead all Concierge employees by example and to create a challenging and fun environment for all staff to work in.
• To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests.
• To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the (Assistant) Front Office Manager and other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility.
• To ensure that all Concierge employees work in a safe manner, that work related accidents, sick leave and staff turnover are kept to a minimum within the department and that all hotel policies and laws & regulations of the UAE are always adhered to by all staff members.
• To be fully aware of the hotel’s credit policy and to make sure that all Concierge employees on duty is, too, and are always adhering to all aspects of the credit policy.
• To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities.
• To cover the Concierge Desk as required and carry out duties of Concierge Desk staff.
• To prepare work schedules for Concierge staff to ensure optimum coverage within the department at all times.
• To assist in the recruitment of staff for the Concierge department.
• To carry out regular appraisals for all Concierge staff.
• To ensure that staff is fully trained in emergency procedures.
• To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management.
• To supervise the Concierge team to have smooth day to day operations and provide constant coaching, counseling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.

• Hotel Management bachelor’s degree / Diploma or its equivalent.
• 3 years in similar position in a five-star hotel.
• Computer competency requiring word-processing, spreadsheet and database software knowledge and experience.
• Hotel property management systems such as Opera and understanding of sales systems such as Micros.
• Professional presentation.
• Outstanding guest services skills.
• Sophisticated verbal & written communication skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, always remaining calm and courteous.
• Interpersonal ability.
• Attention to detail.
• Customer service oriented.
• Teamwork.
• Professionalism.

Join a team that is warm, caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.