Lead Concierge / Duty Manager
Habitat Hotel All Suites
Total years of experience :10 years, 2 Months
Duties & Responsibilities:
• Familiar with all major groups and independent traveler movements in and around the hotel on a daily basis
• Handling international and diverse guests experience
• Organize teams to handle group or FIT luggage and other movements for the shift
• Understand anticipated transportation movements for the day
• Monitor and ensure all operations of assigned areas including traffic control, luggage counter and valet parking area are being carried out to standard
• Assist Chief Concierge to ensure smooth operation of Concierge
• Create clear and effective reporting relationships with superiors and subordinates; maintain effective communication with other departments
• Ensure management of guests’ luggage and that proper records are kept
• Lead and ensure the team to provide proper service for guests requiring air tickets, theatre tickets, rental car, tours and any arrangement which the hotel guests may request are provided
• Ensure team members are carrying out job tasks in accordance with company standards
• Ensure that proper reception of guests on arrival by limousine at the entrance of the hotel is carried out
• Attend to guest’s complaints, inquiries and requests, and refer problems to his/her superior if he/she is unable to assist
• Monitor departmental inventories and assets including per levels and maintenance of equipment
• Prepare efficient work schedule for Concierge, arranging roster, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Ensure guest satisfaction during shift and monitor team members with the same awareness
• Take full responsibilities of the Chief Concierge in his/her absence
• Adhere to all company policies and procedures
• Report accidents, injuries, unsafe work conditions and/or security issues to the superior
• Perform other related duties as assigned
As an Assistant Chief Concierge / Operation Officer my job responsibilities is to provide guest services as well as supervision, direction and leadership in Concierge and Bell Services in accordance with the objectives, performance and quality standards of the Jannah Hotel and Resorts my Job responsibilities includes
• Complete knowledge of Jannah Hotel & Resorts, Leisure and Entertainment’s policies, quality and service standards, Loyalty Program, Guest History
• Knowledge of operational system in Front Office such as Opera Property Management System, JPMS by Jannah Hotels & Resorts
• Creates a positive and a highly motivated working environment that promotes and develop teamwork
• Maintains and enforces all quality standards and procedures from guest’s pre-arrival, to guest’s arrival, during guest’s stay and departure
• Build relationships with guest to delight and gain loyalty
• Ensures guest recovery exceeds guests’ expectations
• Meets and greets arriving guests and sees off departing guests especially those with service issues
• Handles guest complaints and reports them on a timely manner to concerned Department Heads
• Conducts team briefings on daily basis
• Logs and updates all the guest issues in the Duty Manager’s Report per shift
• Updates the Duty Manager’s Report and guests profile notes
• Identifies staff training requirements based on service improvement areas
• Conducts training programs that are relevant to the staff based on their training needs and service improvement issues
• Attends training programs as set by the hotel and other departments
• Praises positive performance and provides coaching or performance discussions when standards are not met
• Ensures the highest level of safety and security by facilitating effective training programs that delivers a high degree of awareness among staff
• Ensures all guests’ requests are handled quickly and efficiently
• Is fully aware of all the activities taking place in and out of the hotel, e.g. functions, VIP/group arrivals and departures, entertainment, outside events that are relevant to guests etc.
• Ensures that all equipment are in good working condition and are well-maintained
• Ensures proper coverage in all sections
• Supports in preparing of budget and monthly forecast
• Supports in preparing, reviewing and submits all reports in a timely manner
• Communicates unsafe acts and practices to concerned Department heads for appropriate action
• Actively participates in hotel activities
• Performs other tasks that maybe assigned by the Management from time to time.
Duties & Responsibilities:
Ensure all staff is fully aware of any special event taking place in the hotel and Abu Dhabi daily.
Keeps updated of all information concerning the hotel services, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guests’ interest in order to be able to answer guest requests and questions.
To ensure that all employees report for duty punctually wearing the correct uniform and name badge at all times.
To understand and strictly adhere to the Hotel’s Employee rules & regulations.
Assist in the training of the employees & ensuring that they have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
Ensure team work, communication & networking between the team member at the best level all the time and find ways to improve.
Evaluate Associates accordingly and discuss their performance constructively
Manage Associates duty rosters and Monthly Time and attendance.
Monitor Cash floats with spot checks to encourage consistent and accuracy in the department
Fully responsible for being aware of costing and departmental expenditure: e.g. Newspapers, Scooters, Porter s Trolleys.
Duties & Responsabilites:
Answers guest questions and handles guest requests in a polite and efficient manner such as giving information, making a reservation for a tour, a restaurant or transportation, providing directions, confirming flight, etc. If needed, refers requests to relevant staff to ensure customer satisfaction.
Keeps updated of all information concerning the hotel services, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guests’ interest in order to be able to answer guest requests and questions.
Keeps records, delivers and distributes all incoming and outgoing mails, faxes, messages and parcel addressed to current or future guests and hotel staff according to hotel procedures.
Upon requests, stores guest luggage into the luggage storage room. Handles all luggages with care.
Sells stamps for postcards and letters.
Maintains cleanliness and tidiness of desk area and replenishes counters with brochures, magazines, city maps for guest availability.
During Business Center’s closing time, sends fax for guests.
Any other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.
Duties & Responsabilites:
To be constantly up-to-date on information on in-house activities, restaurant concepts and hotel information, and to up sell the hotel’s facilities and services at every opportunity.
Supervises the activities of Bell Service personnel as follows:
1. Checking-in/Checking-out of guests
2. Delivering messages and/or packages to guests and offices
3. Collecting deposit from guest for telephone and fax service
4. Paging of guests and non-hotel guests at lobby or F&B outlets
5. Welcoming of guests at the lobby
6. Carrying of guests luggage to/from guest room during check-in/check-out
7. Assisting guest in luggage storage
8. Delivering equipment borrowed from the business center to the guests/clients
9. Rising and lowering of flags
10. Parking of guests’, clients and visitors vehicles in the designated hotel parking area
Handles receipts of guests’ luggage for temporary or long term storage.
Assure that every luggage is covered with a Baggage Claim Tag.
Responsible for the control of Key Baggage room. Ensures that only authorized bell service personnel enter the baggage room.1-Maintain a baggage logbook to monitor baggage’s stored in the baggage room based on Baggage Claim Tag number and to record movement of baggage.
Perform a quarterly inventory count of all unclaimed baggage together with income auditor to determine baggage for disposition. Prepares special report and cc to FOM.
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position.
To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, and Health & Safety.
Duties & Responsabilites:
Checks the condition of vehicles at least two times every week and ensures any damage or required repairs have been reported to related Departments.
Prepares an effective transport schedule, ensuring all have been given copies 48 hours before any amendments are made.
Ensures that vehicles are in a proper operating condition and reports any problems immediately.
Ensures that guests are transported safely, timely and courteously.
Responsible for the administration of the transportation.
Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction.
Reports mileage undertaken by all drivers on a weekly basis.
Drivers at all times, regardless of vehicles, or deadlines to the rules and regulations of local traffic authorities.
Ensures that driving licenses of all drivers are up to date and valid.
Responsible for the renewal of vehicles registration licenses and insurance.
Projects a pleasant manner to all Guests.
Coordinates with garages for all preventative and routine maintenance of all Palace vehicles, ensuring that this is completed on timely and effective basis.
If found in violation of any traffic regulation, the driver concerned is responsible for any fine or costs incurred.
Ensures that an adequate full supply is maintained at all times, and that records are kept for all fuel coupons.
Ensures that vehicles are clean before use.