Head Concierge

Belmond Mount Nelson Hotel · Cape Town, Western Cape

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Primary Responsibilities Include

To ensure the smooth and efficient operation of the Concierge department and co-ordinate with various other departments in order to ensure personalised, prompt and flawless service to all guest.
Direct the concierge team which includes the porters and doormen.
Be well versed in the events, happenings in and around the city.
Be well connected to key restaurants, venues, and contacts in airlines, theatres and other leisure outlets for last minute guest requests.
Maintain and control the use of the arrival and departure luggage room, ensuring that luggage is properly stored and labelled at all times.
Identify training needs, develop training plans and implement training sessions for all associates within the section on a regular basis.
Monitor the Concierge team and ensure that they are engaged in their daily duties – greeting of guests at entrance, carrying luggage, rooming of guests, daily directory postings, and transfer arrangements.
The ability to manage the reconciliation of charges originating from the Concierge Desk i.e., limousines, car rentals, flowers, tours.
The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests' requests.
Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals.
Manage the rostering of the concierge team.

Requirements

Minimum of 2-3 years' experience in a similar role and Hotel Management diploma/degree - advantageous
Excellent customer service orientation.
Exceptional communication, organisational & administrative skills.
Computer literacy MS Word, Opera etc..
A sound knowledge of Cape Town and surrounds.