Assistant Manager, Concierge
(18533)
Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.
Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.
About The Role
Ensures that the level of service that is delivered to guest upon arrival and departure is in a safe and professional manner, aiming to exceed guest expectations as they are the first and last impression of the hotel. To ensure that all guests are given a friendly, courteous, informative and efficient service, on airport / chauffer and shuttle service transfers, ensuring that standards are maintained to achieve maximum guest satisfaction.
Key Duties and Responsibilities
• To ensure that all Concierge employees adhere to the section’s Standard Operating Procedures
at all times
• To respond orally to positive or negative feedback received directly from guests or via comment.
cards/feedback systems and to develop strategies to address potential service shortfalls.
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our resort.
• To always lead all Concierge employees by example and to create a challenging and fun environment for all staff to work in
• To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
• To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the (Assistant) Front Office Manager and other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility.
• To ensure that all Concierge employees work in a safe manner, that work related accidents, sick leave and staff turnover are kept to a minimum within the department and that all hotel policies and laws & regulations of the UAE are always adhered to by all staff members.
• To be fully aware of the hotel’s credit policy and to make sure that all Concierge employees on duty is, too, and are always adhering to all aspects of the credit policy.
• To be fully aware of all hotel policies, procedures and government rules & regulations and to
Always maintain good relations with the police and other local authorities.
• Covers the Concierge Desk as required and carries out duties of Concierge Desk staff.
• Ensures that staff reports punctually for work as per their schedule.
• Ensures that the staff report for duty in the correct as well as neat and tidy uniform.
• Maintains accurate administrative records of all documents.
• Organizes the safekeeping of guest luggage and regularly checks the storeroom.
• Co-ordinates daily departmental briefings.
• To make sure that all Concierge employees on duty are always fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive up-to-date and correct information.
• To maintain effective key control and to liaise with the Security Department in all matters concerning guestroom security.
• To ensure that all Concierge employees on duty are fully familiar with the hotel and conversant.
with all hotel services and the opening & closing times of all outlets
• To ensure that all Concierge employees are anticipating our guests’ and visitors’ needs.
whenever possible and act pro-actively to provide them with the best possible hotel experience.
• To ensure that the Porte-cochère/driveways outside the hotel entrances are always kept clean and free of obstacles
• Ensures that all departmental / Cross Trainings are recorded as per the required guidelines, set by the company.
• Prepares work schedules for Concierge staff to ensure optimum coverage within the department at all times.
• Ensures that staff working hours are recorded accurately and in accordance with the hotel policies and procedures.
• Ensures details of staff vacation, lieu time and worked public holidays are recorded in accordance with hotel policies and procedures.
• Assists in the recruitment of staff for the Concierge department.
• Carries out regular appraisals for all Concierge staff.
• Regularly spot-checks the cleanliness of the hotel vehicles in absence of the Assistant Manager Transportation.
• Ensures that the ‘Miscellaneous Charge Voucher’ for transportation charges is accurately inventoried for the purpose of night auditing.
• Oversees and ascertains that all vouchers of outside companies used at the Concierge Desk are correctly filled out and all necessary details entered for proper processing by the hotel Accounts Department.
• Ensures proper handling of cash received from guests/front desks for purchasing items on guests’ behalf (e.g. Airline ticket, novelty items, etc.).
• Trains the colleagues to participate in the “Concierge of the Year” competition.
• Coordinates daily activities with hotel management team on a daily basis.
• Participates in monthly department meetings, keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promotes a strong team atmosphere and culture.
• Remains current in all updates with regards to new procedures and training.
• Ensures staff is fully trained in emergency procedures.
• To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management.
• Supervises Concierge team to have smooth day to day operations.
• Provides constant coaching, counseling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization.
Experience & Educational Requirements
• Hotel Management bachelor’s degree / Diploma or its equivalent.
• 3 years in similar position in a five-star hotel.
• Computer competency requiring word-processing, spreadsheet and database software knowledge and experience.
• Hotel property management systems such as Opera and understanding of sales systems such as Micros.
• Professional presentation
• Outstanding guest services skills
• Sophisticated verbal & written communication skills
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, always remaining calm and courteous.
• Interpersonal ability
• Attention to detail.
• Customer service oriented
• Teamwork
• Professionalism
Join a team that is warm,caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
