Concierge Supervisor

Celtic Manor Job Description DEPARTMENT Concierge POSITION Concierge Supervisor GRADE E REPORTS TO Concierge Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW Supervise the porters, doorpersons drivers, ensuring a focus is on motivating and developing the team to deliver excellent 5 star guest service to the Resorts guests and visitors.

Contribute to the development of the team through leadership, training sessions and ensuring procedures are followed at all times. To interact with guests, where ever possible, providing assistance, care and attention and always striving to exceed our guest’s expectations. To be directly responsible for maintaining standards and cleanliness in the lobby area.

GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures.

Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required.

JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities.

Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations.

Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department. Responsible for gathering required results of the controls and reporting these back to the Department Manager. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description.

Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary.

Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Resort requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements.

Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the resort and internal/external customers benefit. Also communicating the results to the Department Manager.

To show a strong presence on the concierge desk Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation. Take a personal interest and pride for ensuring the department and public areas surrounding the department are clean, tidy and in immaculate condition. Ensure emergency procedures are adhered to in the event of a fire evacuation.

Maintain appropriate standards of conduct, hygiene, uniform, appearance and posture of Guest Services team members. Ensure all team members are groomed in accordance to the resort standards. To deal with guest complaints appropriately and resolve where possible.

Report any complaints to the releavant management, providing full details. Ensure teams are briefed each shift of the daily business. Co-ordinate and oversee Conference and Events are run to the standards outlined on the Resort BEO’s.

This includes but is not limited to: Arrival and Registration Luggage drop Key collection Room Drop Departure/Checkout Transfers Signage Seek out every opportunity to interact with guests. Ensure the porters are rooming guests where possible with a particular emphasis on VIP arrivals. Promote special offers and promotions and assist with any booking or reservation enquiries relating to this.

Recommend first and foremost the Resort’s own food and beverage outlets and be totally familiar with the menus and operating times. Make dining reservations for guests. Stay abreast of emails and information and any relevant information is shared with the team.

Ensure team members complete daily duties to the Department standards. Ensure prompt and accurate sorting and delivery of guest mail, messages, faxes, packages, newspapers and magazines, returning mail to sender and for forwarding mail. Identify training needs of team members in relation to the business.

Suggest to the Concierge Manager procedures likely to improve the operation. Establishes and maintains effective and positive relationships with his/her team members as well as with all other departments. To ensure that luggage trolleys are clean, polished and in a good state of repair at all times.

To ensure accurate reports are completed by resort vehicle users in the event of an accident and details passed onto Security and Head of Department. Reports for duty properly attired in the assigned uniform and is groomed in accordance with resort standards, also ensures other department team members are groomed to the required standard Answers the telephone promptly, courteously and using the correct standard greeting and will deal with guest requests personally or delegates appropriately to another team member To possess a good resort knowledge of the Resort and to be able to advise guests accordingly To ensure the main doors are kept closed at all times to enable the air conditioning units operate effectively in the lobby area To understand the resorts computer systems Offers rooming to all arrivals and informs guest of all Resort facilities available to them during their stay. Have a good working knowledge of surrounding area, attractions and places of interest To ensure that all luggage and other guest belongings are handled with care and in an organised manner Keeps self-informed of all important notices regarding the business within the resort and briefs team accordingly To respond to all relevant e-mails with the minimum delay informing the Concierge Manager of any that require his attention Training Responsible for evaluating staff training requirements and communicating these to the Department Manager.

Responsible for the welfare and well being of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating resort wide issues and internal/external customer requirements where necessary.

Responsible for coordinating daily activities within the department, ensuring all internal/external customers expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance. Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions.

Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the relevant Manager, including internal/external customer feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process.

Contributes to the analysis of information gathered. Proposing changes within the department. Innovation Support the implementation of changes to ensure continuous innovations and improvements are made within the resort.