Job Description

 

 CONCIERGE SUPERVISOR - RAFFLES


Job Purpose

Reporting to the Chief Concierge, the Concierge Supervisor is responsible for all aspects of guest service in the daily operations of Raffles Guest Services section, ensuring the highest level of guest satisfaction at all times.


Key Interactions


Internally
  • Housekeeping Team
  • Sales Team
  • Marketing Team
  • Catering Team
  • Engineering Team
  • F&B Service Team
  • Finance Team
  • Talent & Culture Team
  • Executive Office Team
  • Raffles Service Team
  • Raffles Front Office Team
  • Butler Team
  • Willow Stream Spa Team
  • Residences Team
  • Security Team
Externally
  • In-House Guests
  • Support of Guests and Residents (corporate or leisure contact persons)

  • Loyalty Members
  • Visitors and conference/meeting guests
  • Taxi/Transportation Companies
  • Government & VIP Liaison Officers
  • Travel Agents
  • Tour Guides
  • External Suppliers / Sales People
  • Local Authorities and Agencies     

Primary Responsibilities

MANAGE THE DAILY CONCIERGE OPERATIONS AND OVERSEE THE GUEST SERVICES – CONCIERGE, BELL SERVICE and DOORMAN

  • Ensure that safe working practices are followed including but not limited to emergency procedures.

  • Uphold the Accor and Raffles brands through proper presentation of hotel and prescribed grooming of Concierge/Bell/Door colleagues at all times.

  • Guide the Concierge Team with application of all Policies and Procedures and other Concierge/Bell concerns.

  • Responsible for the section’s roster, ensuring adequate staffing at all times.
  • Be familiar with all guest services within the hotel and to ensure that Concierge Team is also adequately furnish with such information.
  • Be familiar with all daily events and function occurring within the hotel and to effectively communicate this information to all staff on duty.
  • Ensure that the Concierge, Bell, Valet desks, hotel entrance and lobby kept clean and tidy at all times.

PROVIDE A GUEST ARRIVAL AND DEPARTURE EXPERIENCE THAT EXCEEDS GUESTS EXPECTATIONS

  • Ensure all corporate, regional and local Raffles Standards of Operating Policies and Procedures are adhered to.

  • Ensure compliance of arrival and departure standards based on Leading Quality Assurance.

  • Lead the Concierge Team to personalize the guest arrival and departure experience by ensuring all arrival reservations are reviewed and processed based on guest purpose, perspective, preferences, and passions.

  • Completeness and accuracy of pre-arrival reservation guest requirements.

  • Work closely with other sections of Rooms Division to coordinate the efficient handling and follow-up of guest services and requests. 

  • To assist guests in confirming airline tickets, making restaurant reservations, arranging tours and making transportation arrangements.

  • Effective and efficient liaison activities between Front Office department and rest of hotel to ensure seamless experiences for guests and residents.

  • Handle guest complaints.

SUPERVISE AND SUPPORT TEAM GROWTH 

  • Handling of career development planning with Concierge Agents, Bell and Door persons.

  • Ensure colleagues attend relevant and required training programs

  • Regularly conduct gap review, and create training programs for colleagues to address these.

  • Provide support and assistance to the Chef Concierge in any required special and innovation projects

OPTIMIZE DEPARTMENTAL PROFIT BY MANAGING GUEST SERVICES RESOURCES

  • Support control activities on Guest and Office Operating Supplies, and guest and resident Complimentary Gifts

Main Complexity/Critical issues in the Job

  • Completeness and timely cascade of all job-related information

  • Management of the guest service experience and expectations
  • Proper tools and equipment for Concierge
  • 24/7 operational availability

 

Profile

Knowledge and Experience
  • Diploma or Bachelor’s Degree in Hospitality Management or any related field

  • Minimum of three (03) years of relevant experience in the hotel industry

  • Strong working knowledge of Opera and MS Office Applications

  • Knowledge of LCAH processes or loyalty programs
Competencies
  • Good interpersonal skills with ability to communicate with all levels of employee and guests

  • Service oriented with eye for details
  • Confidently able to resolve problem and make logical decisions to support guests’ needs

  • Multicultural awareness and able to work with people from diverse cultures

  • Highly organized, career and results orientated with the ability to be flexible with hours, days off and additional duties.

  • Ability to work independently and has good initiative under dynamic environment

  • Self-motivated and energetic
  • Strong team player with proven leadership, development and delegating skills.

  • High guest service skills, talent and knowledge with the vision and ability to lead colleagues to excellence.


   

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