§ Ensures the smooth running of the Concierge department and related areas according to the established concept statement providing courteous, professional, efficient and flexible service at all times.
§ Maintains guest satisfaction and that all associates adhere to Policies & Procedures as laid out in the Department Operations Manual.
§ Handles guest enquiries in a courteous and efficient manner and reports guest complaints or problems if no immediate solution can be found and ensures follow up with guests.
§ Provides accurate, timely and reliable information and direction to associates, guests and anyone seeking assistance from the Concierge.
§ Constantly explores landmarks and points of interest (restaurants, sights, expeditions, etc) in Xiamen andChinato update hotel data. Ensures updated information is passed on to associates.
§ Exemplifies and instills upon associates responsibility to ensure that Front and Back of House and Public Area’s cleanliness is maintained up to the required standards.
§ Ensures that all associates are constantly updated on accurate information about the Hotel and all sister properties, their services/ promotions and facilities.
§ Establishes an updated database, including suitable restaurants, bars, museums, places of worship, theatres, night clubs, department stores, shopping districts etc.
§ Assists with the development, maintenance and update of a detailed Departmental Operations Manual that reflects Policies & Procedures, work processes and standards of performance within the Division. Ensures annual review to accurately reflect any changes.
§ Reports all guest/ associate incidents and follows up with necessary actions.
§ Ensures services provided by the Concierge are always available and are always carried out to define Standard with the utmost efficiency, consistency and courtesy as detailed in the Departmental Operations Manual.
§ Ensures all associates practice the utmost protection of guests’ privacy and confidentiality.
§ Handles guest and associate enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found.
§ Ensures all equipment are in good working condition and are duly serviced/ maintained.
§ To be constantly aware of the room situation and to strive to maximise profitability for the Hotel at every available opportunity.
§ Has sound knowledge on the Concierge operations, ready to oversee various departments should the need arise.
§ Schedules self to be in the Lobby and the Front Desk during peak operation hours, constantly checking on standards of services quality of guest interaction and cleanliness.
§ Checks and follows up on the working order of the public areas, guest elevators, guest floors, public toilets, etc.
§ Liaises with the Assistant Front Office Manager/ Assistant Manager on any guest related issues and complaints.
§ Ensures that all hotel daily events/ occurrences are logged in the Assistant Manager’s Log Book.
§ To be fully conversant with all activities within the Hotel, Food & Beverage functions, restaurants, meeting rooms, and emergency telephone numbers and facilities.
§ Ensures that all guests’ messages, mail, telexes and parcels are handled and distributed properly.
§ To operationally assist any department or outlet in need of help.
§ Is knowledgeable in statutory legislation in associate and industrial relations, understanding and strictly adhering to Rules & Regulations established in the Associate Handbook and the Hotel’s policies concerning fire, hygiene and health & safety.
§ Maintains positive guest and colleague interactions with good working relationships.
§ Exercises responsible management and behaviour at all times and positively representing the Hotel Management Team and Hyatt International.
§ Responds to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the Hotel, industry and company.