Application Deadline: 31 December 2024
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Saudi Arabia - Yanbu
Description
The Concierge Supervisor is responsible for overseeing the daily operations of the concierge desk to ensure that guests receive the highest quality of service in a friendly and efficient manner. This role requires maintaining the Kempinski and Leading Quality Assurance (LQA) service standards while fulfilling guests requests, handling inquiries, and coordinating with various departments to enhance the guest experience.
Key Responsibilities
- Plan and Supervise Concierge Operations: Oversee daily operations of the concierge desk, ensuring the team effectively handles guest inquiries and requests, from directions to transportation arrangements and tour reservations.
- Team Coordination and Grooming: Coordinate and supervise the work of concierge team members, ensuring they are well-groomed and adhere to service standards, ultimately contributing to guest satisfaction.
- Training and Motivation: Conduct training for new employees and ongoing on-the-job training for all team members. Motivate the team to deliver high-quality performance and ensure a culture of continuous improvement.
- Handle Guest Requests and Complaints: Address guest requests, inquiries, and complaints with professionalism, taking corrective actions when necessary. Maintain a log of complaints and follow up to ensure full guest satisfaction.
- Liaise with Other Departments: Collaborate with front office, housekeeping, and other departments to ensure accurate and updated information regarding guest requests, billing, and other specific requirements.
- Maintain Local Knowledge: Stay informed on hotel amenities, services, and local attractions to provide accurate recommendations and assistance to guests.
- Supervise Luggage Handling: Supervise the storage and handling of guest luggage, ensuring all items are handled with care and in accordance with hotel policies.
- Support Loyalty Program Initiatives: Keep the team informed about loyalty programs and benefits to enhance guest recognition and loyalty.
- Shift Reporting and Handover: Conduct shift handover with comprehensive reporting on guest complaints, unusual situations, and follow-up tasks to maintain operational efficiency.
- Administrative Duties: Complete and review reports, participate in briefings, and handle other administrative tasks as needed.
- Additional Duties: Perform any other duties assigned by the Supervisor or Manager to meet the business and hotel requirements.
