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Concierge Supervisor

Courtyard by Marriott Al Barsha Dubai

Posted on July 5, 2018

2 - 3 years United Arab Emirates - United Arab Emirates

Secondary School. Any Nationality

Opening 01

Job Description

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Key Duties And Accountabilities
• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns are attended to promptly and handled in a professional manner.
• Contact appropriate individual or department (e.g Housekeeping, reception) as necessary to resolve guest call, request, or problem.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Maintain par stock of collaterals, stationery and other necessities to avoid over stocking as well as running short on stock.
• Supervise the luggage service to ensure a smooth and efficient operation and minimum delay and damage.
• Conduct periodic inspections of all lobby areas, main entrance, Guest elevators and Public areas to check the cleaning standard and report in log book.
• Handles guest complaints in accordance with the hotel policy, reports all complaints to the management.
• Keep updated of all information concerning the hotel services, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guests interest in order to be able to answer guest requests and questions.
• Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
• Ensure an up to date extensive selection of booklets, guides, maps and brochures are maintained at the Guest Services desk.
• Oversees grooming standard of the concierge/bell desks associates.
• Ensure that all employees provide a courteous and professional service at all times.
• Provide training of the employees, ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
• Supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the department s standard manual.
• Respond to any changes in the Concierge function as dictated by the industry, company or hotel.
Additional Responsibilities
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional.
• Brings issues to the attention of the immediate supervisor, department manager and Human Resources as necessary.
• Maintain confidentiality of proprietary information; protect company assets.
• Support all co-workers and treat them with dignity and respect.
• Support team to reach common goals.
• Comply with quality assurance expectations and standards.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Assist with moving, lifting, carrying, and placing of objects weighing in excess of 75 pounds.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move at a speed that is required to respond to work situations (e. g., run, walk, jog).
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Move over sloping, uneven, or slippery surfaces and steps.
• Move up and down stairs and/or service ramps.
• Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
• Maintain awareness of undesirable persons on property premises.
• Attends and participates in all pertinent meetings.
• Perform other reasonable job duties as requested by Supervisors.
Experience, Education & Competencies
• At least secondary education / high school.
• Minimum of 2 years experiences in a similar role and/or experience in any customer-focused related in 4 to 5-Star Hotel industry
• Good in English language, spoken and written skills
• Knowledge of OPERA PMS system, Excel and Words strongly preferrednbsp
• The ability to listen and respond to demanding Guest needs
• Positive attitude and good communication skills both written and verbal
• Commitment to delivering a high level of customer service
• Excellent leadership, interpersonal, personal presentation and communication skills
• Understanding of safety practices.
• Physically sturdy to carry heavy luggage and stamina to stand for long hours.
• Able to work under pressure and on shift schedule

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Courtyard by Marriott Al Barsha Dubai

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