Concierge Manager

1 week ago

Delhi, Delhi, India Hyatt Regency Ghaziabad Full time
Candidates from Hospitality Background will be preferred only.

  • Report on a regular basis to Assistant FOM or Front Office Manager on the performance of the Concierge department.
  • Responsible for sales to guests through the Concierge areas and any actions taken by the team that can impact on volume of business.
  • Answer questions regarding and/or making arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, transportation, religious worship, cultural activities, shopping, floral services, and other services;
  • Oversee VIP arrivals and pickup. Keep accurate records of all arrangements made.
  • Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein.
  • Coordinate/promote activity reports to track reservation bookings. Meet, greet, and escort as many of the Hotel's arriving guests as possible, with particular emphasis on VIPs, repeat guests, and members.
  • Maintain current information and materials regarding hotel facilities and services, and local restaurants and attractions. Maintain a current resume book related to conventions, meetings, and special events held in the hotel and the city.
  • Ensure all guests are being treated in an efficient and courteous manner that all standards are being applied.
  • Ensure all Bell Service, Concierge, Airport and Transportation quality standards are complied with and that policies and procedures are consistently applied.
  • Conduct departmental meetings on a monthly basis.
  • Ensures that all errands are completed in a timely manner.
  • Responsible for airport activities, ensure that the team is well equipped to handle the day's operations.
  • Check cars and chauffeur grooming.
  • Ensure valet parking services are under control. Additional manning if any should be ordered.
  • Ensure that doormen are fully equipped to manage the day's operations.
  • Oversees the ordering of supplies.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Responsible for enhancing the product and service that is presented to the guest. Recommend changes to the product and services.
  • Maintains regular and constant contact with team members and monitors their contact with guests.
  • Makes certain that phones are answered following phone etiquette.
  • Assist manager in Empowering and coaching associates in providing technically proficient, courteous and timely service.
  • Assist in completion of performance appraisals.
  • Operate the department within policies as they relate to the ethical codes, standards of good business practice and local laws and regulations.
  • Assists with the training of hotel Associates and makes certain that they are trained in all areas of Concierge
  • Process and notify guests of receipt of facsimile, mail, messages, and packages.
  • Assist guests in the sending of facsimiles, mail, messages, and packages.
  • Provides constant feedback to hotel management and department heads concerning service issues, including guest desires, complaints and comments.
  • Maintains good open communication with all department heads.
  • Maintains up-to-date status on cities entertainment information, major groups, major functions and events; as well as travel desk information to facilitate guest flight and accommodation assistance.
  • Reviews VIP arrivals and makes certain that guest's needs for special requests are met.
  • Conducts periodic departmental meetings.
  • Supports incentive programs.
  • Presents innovative ideas to hotel management.
  • Makes certain that the approved technology is used to its fullest capacity.
  • Additional duties as necessary and assigned.
  • Provide other services as requested by Assistant FOM and Front Office Manager.

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