Concierge Manager

• Assists to prepare and update the Concierge Departmental Operations Manual.
• Conducts regular departmental briefing and meetings.
• Prepares, updates, and posts the associates’ roster/schedule.
• To co-ordinate an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi Tasking.
• To monitor all costs and recommend measures to control them. To establish an integrated cost management plan through product lining, minimal inventories, joint procurement with sister hotels and Delivery on Demand where possible and cost effective.
• Handles guest enquiries in a courteous and efficient manner, reporting complaints or problems to The Front Office Manager. Gives feedback and prompt follow up.
• Ensures all associates provide a proactive, courteous and professional service at all times.
• Provides the appropriate level of professional, courteous and caring service to other employees (internal customers) and other visitors to the division.
• Maintains positive guest and colleague interactions with good working relationships.
• Assists in the welcoming and escorting of all VIP, special attention and long stay guests.
• To be available and on duty in peak periods, frequently opening and closing operations
• Offer assistance to all sections in The Commons and supervise The Commons arrival activities when the traffic is busy.
• To be present at Concierge Desk and in The Commons to ensure that the area is managed well by the respective team and functions to the fullest expectations.
• Responsible for handling all guest requests within the hotel and for external communications.
• To ensure proper follow up and communication with guest, tour operators and vendors in doer to guarantee an efficient personalized guest service.
• Confidently operates the Concierge software and associated computer equipment in accordance with departmental procedures.
• To ensure that Concierge Experience, Guest Service Bell and Airport Representative Team projects a warm, professional and welcoming image.
• Handles all incoming packages / guest item and deliver promptly.
• Has in-depth knowledge of the city, its’ attractions, restaurants, museums, tours, current events in Hoi Ana and in Danang etc.
• Handles all transportation requests in a professional manner.
• Ensures logbook is updated; reads the logbook, and communicates with the Concierge team.
• Identifies, plans and conducts training programs for associates.
• Ensures trainers are carrying out training sessions for associates.
• Ensures all training sessions are recorded and given to Human Resources Department on time.
• Be familiar with the hotel’s products and services and policies; be aware of all functions and promotions held in the hotel.
• Works closely with other employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Be fully conversant in all hotel products and services in order to handle guest enquiries efficiently and courteously.
• Ensures that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
• Maintain a good relationship with contractors & ensure the service are up to standard, if applicable
• Through hands-on management, supervises closely the associates in the performance of their duties and in accordance with policies and procedures and applicable laws.
• Delegates appropriately, duties and responsibilities to equipped and resourced associates, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
• Plans and implements effective training programmers for all Concierge in coordination with the Training Manager.

Minimum 1-2 years managerial experience in concierge operations
Hotel Management or Business Degree Preferred

- Aon insurance
- Training development
- Daily routine shuttle bus

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