Concierge

Offer description

Guided by the Head Concierge and in alignment with Front of House policies, Our Concierge will be on a mission to elevate guest experiences and exceed business goals at every turn.

By maximizing RevPAR, occupancy, and average room rates, our Concierge is not just renovating spaces, but also enhancing our hotel's reputation and achieving our objectives.

As part of the Concierge team, alongside Doormen and Porters, the Concierge aim is clear : to deliver unparalleled service that not only meets but exceeds guest expectations. Together, we're not just providing accommodation – we're crafting unforgettable experiences that leave a lasting impression.

Duties & Responsibilities:

• Keeps abreast of newest trends and innovations in the hospitality industry.
• Generally being alert for opportunities to improve the profitability of the department i.e. through controlling wastage and being responsible for the economy of all utilities and resources.
• Takes a proactive approach to the Concierge activities, anticipating potential opportunities (Visiting new restaurants, clubs, theatre, attractions etc.).
• Supports the hotel operation in times of demand by driving the Corinthia values and philosophy
• Maintains effective communication within the department and ensure that the Head Concierge is kept well informed of any problems/queries that have arisen and reports any problems/complaints to the Head Concierge.
• Is fully conversant with the Corinthia Employee Handbook and to ensure that they are adhered to.
• Assists in ensuring that the Concierge team, Doormen and Porters are correctly staffed and trained with a suitable team for their function, and to assist these team members in performing their duties to the standard required by the hotel and the company.
• Assists in the preparation of monthly reports by ensuring all charges are done in a timely manner, & all paperwork is completed properly and up to date i.e. Limousine, theatre tickets, and valet parking charges.
• Attends job chats, performance appraisals and reviews with the Head Concierge on a regular basis ensuring that the hotel’s succession planning is upheld.
• Maintains the security of the hotel, safety of staff and guests and safe cash handling practices.
• Attends to any guest comments brought to their attention either directly or through the Front of House Manager, General Manager or other Planning Committee Member, Head Concierge or Assistant Head Concierge and to deal with these efficiently and courteously.
• Understands and is fully conversant with the weekly rota, passing on leads to ensure it reflects the latest business needs and fluctuations (last minute pick-up, groups, etc.)
• Assists in ensuring that the Concierge team, Doormen and Porters operations achieve and where possible exceed the hotels standards by assisting in the efficient and effective 24 hour operation of the Concierge team, Doormen and Porters where required.
• Ensures the concierge desk is kept neat and tidy at all times.
• Ensures all guests to the desk are acknowledged with a warm smile in the timeframe specified.
• Ensures that defects are reported and rectified.
• Assists in ensuring that all guest deliveries are delivered within Corinthia Hotel standards and logged accordingly & also daily newspaper order reflects business level and demands and request adjustments where required to ensure expenses are kept to a minimum.
• Ensures that daily operation check-lists are completed and assist the Doormen, and Porters when necessary.
• Ensures that all Signature Suite and Junior Suite guests’ pre-arrival service preferences and requests are actioned, logged and confirmed accordingly.
• Promotes the services and facilities available to guests within the hotel and the Corinthia Hotel Group, maximizing revenue from other outlets in adopting a sales attitude at all times, passing on sales leads for follow up by the Sales and Marketing Team in order to maximize room sales and revenue. (e.g. car transfers, mobile phone rental, telephones, valet services, ESPA-Spa etc.)
• Ensures accounting instructions are accurately managed and the hotel credit policy is followed by the reception team, in conjunction with the finance department.
• Adhere to health and safety regulations and participate in relevant training :
  Fire, Health and Safety
  Regulations, such as COHSS in the European Union, related to the control of substances hazardous to health.
  Risk Assessments for your department
  Hotel Fire & Bomb Procedures

Confidentiality

Whist working for the Company there will be access to a wide variety of confidential information concerning the Company, guests and employees.

 
It is vital that all such information remains confidential and must not be disclosed to anyone outside the Company, guests and employees, unless otherwise stated. Please refer to the Employee Handbook for full policy details.

Other information

As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.