Chief Concierge RAFFLES

PURPOSE OF POSITION

Oversees and directs all aspects of Concierge and Bell service operations, continually striving to deliver the highest quality of service to guests, whilst adhering to all legal rules, regulations, and guidelines of the hotel.

KEY ROLES & RESPONSIBILITIES

Supervises and directs Concierge, Bell Desk activities and Bell Staff as well as Doormen, Valet Parking and airport transportation requirements

Responsible for sorting and distributing guests and administrative mail

Provides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests

Recommends first and foremost the hotel s own Food and Beverage outlets before outside restaurants, with full knowledge of the outlets (e.g. cuisine, operating times, etc.)

Ensures the lobby is always kept in an orderly fashion and that ashtrays are kept clean

Coordinates the paging of guests in the lobby and Food & Beverage outlets

Maintains the hotel information directory (function board) and ensures that the information is current and accurate at all times

Prepares efficient work and vacation schedule for Concierge, Doorman and Bell Services, taking into consideration project occupancy and forecasts and large group movements

Ensures that all Concierge, Doormen, Valet and Bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently

Handle problems associated with guests and liaise with department heads or executive management in the absence of the Director of Rooms

Works with Director of Rooms in preparing the department s budget; controls and monitors departmental costs on an ongoing basis to ensure performance against budget

Human Resources and Training

Works with Front Office Manager/Director of Rooms and Human Resource Manager to ensure productive staff performance. Duties include:

- Planning for future staffing needs and recruiting in line with company guidelines

- Prepares and administers detailed induction program for new staff

- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and implements them through thorough on-the-job training

- Ensures training needs analysis of departmental staff is carried out and training programs are designed and implemented to meet those needs

- Conducts probation and formal performance appraisal discussions; coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

Occupational Health and Safety Responsibilities

Adheres to OH&S policies and procedures and ensures direct reports do the same

Log security incidents and accidents in accordance with hotel requirements