Team Leader, Concierge 
(18538)

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

Assists Concierge team in maintaining a high level of supervision within the Concierge department by proactive and interactive leadership.

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 lead all Concierge employees by example at all times 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 adhered to at all times by all staff members
•    To be fully aware of the hotel’s credit policy and to make sure that all Concierge employees on
duty and are adhering to all aspects of the credit policy at all times
•    To be fully aware of all hotel policies, procedures and government rules & regulations and to
maintain good relations with the police and other local authorities at all times
•    Coordinates with the Bell Attendants and Doormen ensuring the highest possible service is delivered in a friendly and professional manner.
•    Ensures the smooth function of the Concierge department in the absence of the Assistant Manager Concierge.
•    Ensures to maximize the hotel revenue at all times.
•    Ensures that costs are kept as low as possible, without effecting the departments operation.
•    Ensures that all charges done by the Concierge Department are accurately inventoried for auditing purposes.
•    Coordinates the delivery and collection of luggage to and from guest rooms.
•    Supervises acceptance of luggage for short-term storage – ensuring that details are accurately recorded and that items are stored in the designated secure area.
•    Supervises the release of luggage from short-term storage – ensuring that the release is accurately recorded.
•    Arranges transportation as requested by guests – ensuring that where necessary, charges are correctly raised and passed to the Reception Desk.
•    Arranges sightseeing tours and excursions as requested by guests – ensuring that charges are correctly raised and passed to the Reception Desk.
•    Books / reconfirm and amend airline tickets as requested by guests.
•    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 guest-room 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 port-cacheres/driveways outside the hotel entrances are always kept clean
and free of obstacles
•    Ensures that all signage displayed in the Lobby area is accurate and kept in good order.
•    Assists guests with general enquiries about the hotel, its’ facilities, events and functions taking place and about Dubai and the surrounding area. 
•    Makes restaurant reservations for guests at the hotel’s restaurants via Restaurant Reservations 
•    Recommends restaurants outside the hotel when requested by the guest and make reservations as necessary.
•    Receives incoming packages/letters/documents for in-house guests – record their acceptance and arrange delivery to the recipient in a timely manner.
•    Deals with outgoing guest mail – ensuring that where necessary, charges are correctly raised and passed to the Reception Desk.
•    Supervises and assist with delivery and collection of group luggage.
•    Assists with taxi bookings and follows up that the taxi reaches at the scheduled time 
•    Ensures that departmental stationary supplies are always maintained at the required stock level and re-order as necessary.
•    Ensures that adequate supplies of newspapers are ordered, and all guest and hotel requirements are met.
•    Assists bell staff with luggage delivery when required.
•    Ensures all logbooks are maintained and filed accurately
•    Ensures training sessions are conducted as per the training plan and that all records are forwarded to the training department on monthly basis, prior to the scheduled deadline. 
•    Assists in the management of colleague performance through coaching, counselling and discipline.

Experience & Educational Requirements

•    Completed secondary school education
•    Diploma / Degree equivalent Hotel related education
•    02 years minimum experience in a five-star hotel property in concierge.
•    Efficient computer skills, knowledge of Opera Cloud.
•    Departmental trainer.
•    Strong orientation towards customer service
•    Highly organized and proactive and be able to meet deadlines in a fast-paced environment
•    Presentation skills
•    Initiative and Commitment to Achieve
•    Effective Communication
•    Attention to detail
•    Problem solving and decision making
•    Leadership skills
•    Customer focused
•    Teamwork
•    Interpersonal skills

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.