Concierge Manager

Main Duties and responsibilities:

Administration

·To ensure that all Departmental Operations Manuals are prepared and updated weekly.

·To ensure that all meetings are well planned, efficient and results oriented.

·To attend daily operations briefing with the Front Office.

·To attend daily operations briefings or to ensure that Concierge/Bell is properly represented.

·To take an active part in the daily operations briefings by updating the team on attractions/events, restaurants and other points of interest throughout the UAE.

·To maintain the Daily Log Book / Handover placed on the system.

·To ensure that deadlines on all projects are met.

·To implement, maintain and constantly check a flexible scheduling based on business patterns.

·To ensure that every shift is properly being logged in/out on the attendance sheet.

·To assist with departmental vacation planning.

·To assist in conducting monthly inventory checks on all operating equipment and supplies.

·To assist in controlling the requisitioning, storage and careful use of all operating equipment and supplies.

·To ensure necessary accruals are completed.

·To monitor all cost and recommend / institute measures to control them.

Customer Service

·To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.

·To be demanding and critical when it comes to service standards.

·To ensure that the Concierge team projects a warm, professional and welcoming image.

·To constantly strive to please all guests that she/he may come in contact with during her/his work hours.

·To ensure through effective supervision that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.

·To ensure that guest history records are accurately maintained and all recurring guests are pre-registered.

Financial

·To co-ordinate an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.

·To assist in ensuring that front office department is managed successfully as independent profit center.

·To assist in ensuring that each place of work in the front office department is managed by a Management Team (Assistant Manager) who are totally accountable for their profitability.

·To set, in close conjunction with each Assistant Manager, annual operating budgets, which will form part of the Hotel’s Annual Business Plan.

·To monitor all costs and recommend measures to control them.To establish an integrated cost management plan through product lining, minimal inventories, and joint procurement with sister hotels and Delivery on Demand where possible and cost effective.

·To ensure that the Department Operational Budget is strictly adhered to.

·To monitor all cost and recommend / institute measures to control them.

·To prepare monthly forecasts and schedule resources accordingly.

·To assist in the preparation of the Departmental Budget.

·To analyze and report on a monthly basis the Profit and Loss statements.

Operational

·To assist the Front Office Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times, following hotel standards of performance.

·To be knowledgeable of recommended restaurants, hotels, bars, night clubs and other places of interest.

·To be well aware of special events in the hotel.

·To ensure proper follow up and communication with guests, tour operators and vendors in order to guarantee an efficient personalized guest service.

·To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.

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