Chief Concierge | Rose Wood

February 13, 2024

Job Description

Responsible for overall management and efficient functioning of the Concierge department.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Manage day to day operation of concierge department through activities including, but not limited to staffing, payroll and scheduling.
• Actively respond to and satisfy guest requests and complaints in an efficient manner.
• Maintain accurate records of all guest request items through computer software.
• Receive and distribute all incoming and outgoing guest mail. Hold for arrival when necessary.
• Prepare, monitor and meet yearly and monthly budgets.
• Interview, select, counsel, and discipline staff in accordance with hotel philosophy and policies.
• Assist with development of all training-related materials and train Guest Service staff and all hotel employees in Guest Services procedures and local knowledge.
• Conduct meetings regularly within the department.
• Interact in courteous and professional manner with all guests, staff and community members.
• Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
• Apply principles of logical thinking to a wide range of nonstandard intellectual and practical problems in order to perform and direct many varied and complex tasks.
• Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Conduct shift briefings with the Front Office team on behalf of management.
• Attend management meetings including Operations and Rooms Division meetings.
• Support Sales & Marketing and Catering with needs of clients.
• Develop a network of local partners and cross-promote hotel.
• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Support Guest Relations manager with VIP guests.
• Maintain clean and safe work area.
• Run Manager on Duty shifts during the morning or afternoon if needed.
• Promote up to date and pertinent information for hotel website, room packages and special media contributions.
• All other duties as required.
 Experience: Minimum two years’ experience as a Concierge for a luxury or ultra-luxury hotel; previous supervisory experience.
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends; ability to manage by example; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; ability to maintain excellent relations with staff; ability to maintain staff and guest confidentiality at all times; ability to accept responsibility for actions of others; exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in (and lead when necessary) all departmental and hotel-wide meetings.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary and standing at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.