Lead the team of Concierge and Bell ambassadors in providing courteous and professional service to both guests and customers of the Hotel.
Coordinate driveway and lobby flow including Mobile Check-In arrivals.
Ensure limousine arrivals and mobile pre-arrival guests are recognised and escorted seamlessly.
Maintain and control the use of the luggage room, ensuring that the luggage is taken to the guest rooms promptly or properly stored and labeled at all times.
Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the department.
Take note of the daily departing timeof check-out guests and make taxi arrangements, shuttle arrangements and limousine services to the airport if required.
Manage the hotel VIP program and reports, liaising and coordinating with other departments as required.
Provide information pertaining to all hotel services, local places of interest, restaurants, doctors, sightseeing tours and any other information to meet the guests individual requirements.
Curate bespoke itineraries and destination storytelling experiences.
Support Rooms upsell and limousine revenue initiatives.
Coordinate guest transportation and ensure accurate billing of transfers.
Prepare ambassador schedules aligned with business demands.
Handle or resolve any guest complaints and establish good relationships with guests and clients of the hotel.
Oversee Concierge and Bell ambassadors in their daily duties - greeting of guests at entrance, carrying baggage, rooming of guests, daily directory postings and transfer arrangements.
Supervise and delegate duties to all ambassadors within the section and prepare their work schedules as required.
Assist with the Front Office operation to achieve a reputation as a market leader in individualized customer focused service.
Ensure that each guest profile is updated at the end of the guest's stay with accurate and complete guest history to enhance our alignment with ACDC.
Be proactive in offering concierge services, follow up on all reservations, bookings and recommendations to ensure that quality and guest satisfaction is at the optimal level.
Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure that the products offered to guests are of the highest quality and reputation.
Effective management of guest complaints using negotiation skills, to ensure guest satisfaction is achieved at all times.
Ensure relative internal guest information is communicated through the appropriate communication channels.
Co-ordinate guest transportation to and from the airport and ensure that accurate accounting procedures are followed in the charging of transfers.
Any other duties assigned by the management.
Job Requirements:
Previous Concierge supervisory experience, preferably within a 5 star luxury environment.
Passion for high end hospitality with an absolute eye for detail.
A demonstrated ability to build warm relationships and gain trust at all levels.
Excellent listening and negotiation skills.
Ability to lead, develop and mentor the Front Office team.
Controlling departmental budget.
Recruitment, selection and training of team members.
Projects professional image at all times through personal presentation/ interpersonal skills.
Initiates contacts and establishes rapport easily.
Organises time and work efficiently.
Excellent verbal and written communication skills.
Has the aptitude and willingness to undertake further development with Sofitel.
