Job Description
The Chef Concierge is responsible for fielding and fulfilling personal and professional requests from guests, including dining/entertainment arrangements, travel arrangements, information about local attractions, gift-buying, special event and/or party arrangements. The Chef Concierge is an expert in handling a variety of critical guest needs. Whenever possible, the Chef Concierge is expected to strive to make the impossible achievable for our guests by relying on contacts with local merchants and service providers, set standards and hold staff accountable for providing exceptional customer service in responsible areas, coordinate Concierge activities, and resolve problems arising from guest complaints, reservations, and other issues related to the Concierge department.
Responsibilities and essential job functions include but are not limited to:
Responsible for the hiring, training and development of the Concierge team.
Ensure that all guest pre-arrival contact and procedures are completed.
Work Concierge desk shifts, duties, and handle direct guest inquiries.
Be knowledgeable about all aspects of the local area and the hotel.
Assist guests with all reasonable inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Process packages, faxes, messages, and mail in an accurate and timely manner.
Listen to guest concerns and opportunities, and resolve in a timely manner.
Assist with guest needs immediately and follow-up with departments and guests to ensure 100% satisfaction.
Deal effectively with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
As guest preferences are learned through interaction, the Chef Concierge must log and ensure all outlets have the relevant information.
Utilize a variety of software programs to accurately input special arrangements the guest has made and to ensure proper billing.
Identify reputable providers and third-party company services, and be the point of contact for these contracts, such as car hire, tour companies, etc…
Handle weekly scheduling and monthly reconciliation of attraction tickets and limo postings, in addition to monthly Concierge Commission spreadsheets.
Ensure all external providers contracted by the hotel act in the highest ethical standards and meet all compliance requirements as per policy.
Perform all tasks in accordance with LQA and Forbes Five Star standards.
Teach and coach team members on the high standards of service.
Ensure budgeting and forecasting including labor management are in line with overall hotel goals
Manage and approve payroll for the department
Lead all talent management initiatives for the department including recruitment, performance reviews, coaching, counseling, and disciplinary action.
Champion service excellence initiatives throughout the hotel
Build relationships with all departments in the hotel as well as outside preferred vendors.
Attend daily line-up meetings, weekly managers meetings, resume review with the intent to speak on behalf of Concierge department.
Attend group pre-convention meetings and act as primary contact for VIP guests and group contacts.
Maintain active role in local Concierge Association and further encourage community involvement from Concierge team.
Participate as a Rooms leader in other management duties to assist Front Desk, Bell Desk, Valet, and Royal Service
Other tasks as assigned
Qualifications
Member of Les Clefs d’Or
Previous Concierge experience in a hotel required
Minimum three to five (3-5) year’s supervisory experience in a hotel/resort environment, preferably luxury.
Pre-opening experience an asset
Bachelor’s Degree in Hotel Administration, Business Administration or a related field preferred.
Must be willing to work a flexible schedule in order to accomplish all major responsibilities. This may include mornings, evenings, weekends, and holidays.
Excellent interpersonal communication and negotiation skills.
Ability to use appropriate interpersonal styles and methods to guide employees toward goal achievement.
Strong attention to detail and the ability to handle multiple tasks.
Proficiency in Microsoft Office required
Good knowledge of PMS Opera Cloud, Alice Concierge system, Spa Book4Time software an asset
Proven record of providing the highest level of customer service in a friendly and professional manner.
Experience developing and conducting employee training.
Skilled in development of employee motivational programs, performance evaluations and discipline.
Strong analytical, organizational and management skills.
Experience working in an environment providing a high level of customer service to guests of high social standing with discretion and professionalism.
Ability to work with management staff and other employees in a professional manner.
Additional Information
What is in it for you:
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
We provide an environment of trust, respect, and integrity. A home away from home where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.