Key Responsibilities of the Chief Concierge:
Supports the smooth running of the guest relations department, where all aspects of the guest journey and experience are delivered to the highest level.
- Works proactively to improve guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.
- Delivers on plans and objectives where guest relations initiatives & hotel targets are achieved.
- Supervises the guest relations team fostering a culture of growth, development and performance within the department.
- Accountable for ensuring that costs and inventory are controlled, that productivity and performance levels are attained.
- Builds and maintains effective working relationships with all key stakeholders.
- Takes ownership of the planned guest engagement program.
- Ensures adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required.
Requirements of the Chief Concierge:
- Experience in guest relations.
- Strong supervisory and managerial skills with a hands-on approach and lead-by-example work style.
- Commitment to delivering exceptional guest service with a passion for the hospitality industry.
- Ability to find creative solutions with proven problem-solving capabilities offering support where required.
- Personal integrity, with the ability to work in an environment that demands excellence, time and energy.
- Experience of working with IT systems on various platforms.
- Strong communication skills.
