Assistant Chief Concierge

**JOB REQUIREMENTS**
- Diploma in Management or any other related field
- Excellent communications skill for both written and verbal. Multiple language skills are preferred
- Able to work under pressure
- Self-starter, results oriented and also a team player
- Pleasant personality with good organisational skills
- Good problem solving skills
- Independent and self-motivated with good communication, presentation and interpersonal skills.
- Customer service orientated and energetic.
- Good command of English and Bahasa Malaysia

**JOB RESPONSIBILITIES**
- Ensures that all Concierge employees deliver the Hotel's basic standard and provide exceptional guest service at all times.
- To greet all guests in a service orientated manner.
- Maintains positive guest and colleague interactions with good working relationships.
- Greeting and Welcoming of Hotel’s guest.
- Personally and frequently verify that all guests are receiving the best possible service during check-in and check-out.
- Co-ordinates VIP movements with relevant Departments as advised.
- Understands rate structure and promotional rates available.
- Ensures that all Concierge employees are aware of current promotions, policies and other important information.
- Ensures that all Concierge employees are familiar with the hotel’s products and services.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Ensures that Concierge employees provide excellent service to internal customers as appropriate.
- Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of all hotel’s guests.
- Ensure all incoming correspondences which includes fax, mails, telexes and letters for the Hotel’s guest are promptly delivered to the room. The same applies to correspondences directing to all relevant supporting Departments.
- Ensure all reports and log book entries from previous shifts requiring pending actions are followed up accordingly.
- Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
- Submits all guests/employees incident reports.
- Spends time in Front Office areas to ensure that the Concierge section is managed well by the respective team member and deliver the basic standard.
- Supervise and delegate all Concierge personnel and ensuring adherence to all policies and procedures are strictly maintained. To arrange for substitution in cases of medical leaves, public holidays or absenteeism or during high occupancy.
- Conduct daily briefings before the start of the respective shifts. Highlight all activities for the day and ensure all Concierge personnel are fully informed.
- Act as a representative on behalf of the Hotel Management in attending to guest requests or even public’s complaints.
- Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organizations, including tour operators and local travel agents.
- Ensures the strict control of Bellman’s Elevator keys.
- Reports “Lost and Found” items.
- Ensures that Concierge employees work in a supportive and flexible manner with other departments, in a spirit of “Team Work”.
- To be thoroughly conversant with the Front Office computer system.
- To ensure all arriving and departing guests are promptly attended to by Bell Service personnel in carrying their luggage.
- To ensure that the Doorman / Bellmen are prompt to open each and every car doors at the hotel main entrance.
- To coordinate with Front Desk personnel to facilitate the delivery of guest luggage to respective rooms.
- To schedule meal breaks accordingly and to pay extra attention especially during busy hours.
- To ensure all guest’s luggage are properly tagged and stored.
- To ensure sufficient supply of stationeries, supplies and equipment and to initiate replenishment as and when necessary.
- To ensure that all Concierge equipment are properly maintained. To initiate a weekly maintenance schedule where appropriate as guidelines.
- To ensure function boards and other lobby posting are up to date and double check for spelling errors.
- To inspect and regularly conduct spot check the luggage store room to ensure all items are properly kept, tagged and accounted for.
- To supervise and direct flow of vehicle traffic at the hotel’s main entrance to avoid congestion.
- To render assistance in maintaining overall cleanliness of the hotel’s lobby and to seek assistance from Housekeeping department where necessary.
- Responds to changes in the Front Office Department function as dictated by the industry, company and hotel.
- Carries out any other reasonable duties and responsibilities as assigned.
- Assist Chief Concierge to oversee the punctuality and appearance of all Concierge employees, making sure that they wear th