What’s the job?
As a Chief Concierge you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience. Promote the desired work culture by living the 5 winning ways value – Do the Right thing, Show we care, Aim Higher, Celebrate Difference, Work better together.
Your day-to-day
- Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
- Maintain effective communication with all related departments to ensure smooth service delivery
- Maintain a good working relationship with all Front Office employees and ensure guests are greeted upon arrival and offered assistance at all times
- Maintain an up to date knowledge of the hotel services and communicate this to subordinates so they can supply information and respond to guest queries
- Supervise the activities of the Concierge Team, ensuring that the guest luggage is carried from arrival point to room and from room to departure point upon checkout
- Handle all messages, mail and packages for guests, ensuring they are delivered at the appropriate time and stored if necessary in a systematic and efficient way
- Establish and control the duty roster in accordance with business needs and ensure the department is manned at all times.
How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.
True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner