Responsibilities |
Manages day-to-day operation of the department, ensuring all service standards are met in line with standard operating procedure and they are followed in a courteous yet professional manner, providing delightful and engaging services to all guests. Ensure that all guest queries and requests for information are handled efficiently and in a timely manner. Supervise the porch and luggage services ensuring a smooth and efficient operation with no delay, loss or damage and ensuring maximum guest satisfaction and following of standards. Ensure that complaints are attended to promptly and handled in a professional manner according to Jumeirah standards. Ensure all Concierge colleagues are equipped with the resources to perform all duties up to Jumeirah and Madinat Jumeirah standards. Ensure that all colleagues are groomed, wear the correct uniform and nametag at all times and report for duty punctually. Be well informed at all times about any information that might be useful to the guests (i.e. events in town, new restaurants and bars, sports and sightseeing, etc.) and pass the knowledge on to the Front Office Team. Prepare the weekly duty roster ensuring optimum coverage, monthly attendance sheet and annual vacation plan for all Concierge staff, as well as control their pending vacation, sick leaves and lieu days. |