Concierge Manager

Job Summary

The Concierge Manager is responsible for ensuring that all Concierge employees deliver exceptional guest service at all times. This includes providing excellent service to internal customers, staying up-to-date on current promotions and policies, and handling guest and internal customer complaints and inquiries in a courteous and efficient manner.

Key Responsibilities

1. Ensure that all Concierge employees deliver the brand promise and provide exceptional guest service at all times.
2. Ensure that Concierge employees provide excellent service to internal customers as appropriate.
3. Stay up-to-date on current promotions, policies, and other important information.
4. Ensure that all Concierge and Bell Desk employees are familiar with the hotel's products and services.
5. Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner.
6. Verify that guests are receiving the best possible service.
7. Manage the Concierge and Bell Desk areas during peak periods to ensure that the area is well-managed and the brand promise is delivered.
8. Establish a rapport with guests and maintain good customer relationships.
9. Maintain positive guest and colleague interactions with good working relationships.
10. Ensure that all employees provide a courteous and professional service at all times.
11. Ensure that all guests' messages, mail, faxes, and parcels are handled and distributed promptly.
12. Ensure that all guest requests and requirements are attended to promptly and handled in the correct manner.
13. Ensure speedy, accurate, and efficient telephone and message service at all times.
14. Ensure that communication and coordination of all Departments are smooth and efficient.
15. Provide friendly and efficient service to all guests.
16. Ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
17. Establish a rapport with guests and maintain good customer relationships.
18. Exemplify and instill upon employees the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
19. Ensure cleanliness and maintenance of the Concierge counter, equipment, and storage.
20. Ensure operating equipment is maintained in good working order and report maintenance requirements.
21. Verify that guests, employees, and members of the public utilizing the Concierge services are receiving service in line with Hyatt International standards.