Assistant Chief Concierge

Position Summary
The primary responsibility of the Assistant Chief Concierge for The Grand Ho Tram Strip property is ensuring the day-to-day operations for the Concierge area is an unparalleled guest experience. They will respond to a wide variety of guest requests by accurately assessing the guest needs and desires and then add personal recommendations and touches to achieve maximum customer satisfaction. All responsibilities are to be performed in accordance with departmental and company policies, practices and procedures, as well as within the framework and intent of the Vision of The Grand Ho Tram Strip property.
Responsibilities
§ Positively collaborates and communicates proactively with other departments regarding VIPs, special requests, group needs, check outs and other guest needs that might arise.
§ Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.
§ Ensures that staff is well versed and promotes services and food and beverage facilities at the hotel.
§ Establishes relationships with leaders at local activities, restaurants, events, and tourist attractions and provide updated and current information regarding these to guests.
§ Acts as an ambassador for the hotel with professional demeanour and creativity which predicts guest's expectations and ensures their return business.
§ Engaging leadership that inspires and empowers the Concierge staff.
§ Proactively communicates guidelines for staff that shapes the unparalleled standards expected.
§ Make certain that areas of accountability are executed in uncompromised levels. Proper utilization of resources is a must.
§ Oversee facility and equipment in the responsible areas to make sure they are in complete working order.
§ Produces regular and special reports; maintains required records and files.
§ Ensures all activities performed within the department are in accordance with the company's business objectives, and established safety and security standards.
§ Assists in hiring, training, motivating, and providing on-going communication to staff to deliver first-class service with unmatched elegance and professionalism while promoting a culture of accountability.
§ Offer support with staff changes in assigned areas, including the hiring, promotion, demotion, and vacations, leaves of absence and release of staff.
§ Communicates with partnering departments and peers to achieve superior customer satisfaction and efficient utilization of manpower and facilities.
§ Maintains close work relationships with other departments and their leaders to promote feedback, cross training and efficient operations.
§ Creates and maintains a refined yet welcoming guest experience that is efficient and accurate which exceeds guests expressed and unexpressed needs.
§ Design Weekly Concierge Newsletter to enlighten all the weekend promotions for internal readers
§ Manage the GSE team with attention and care while still able to provide great customer service
§ Work alongside the GSE Team, perform any guest services functions as needed to provide guest satisfaction. Participating in management team meetings and training sessions
§ Supervise GSE Team Members in performing their duties as required, including greeting guests, answering guests' questions about the resort and casino, and assist guests with any requests they have during the journey
§ Assist and supervise all GSE Team members during escalated situations, resolving guest's issues and complaints with empathy and a focus on guest satisfaction, and promptly reporting such issues to Chief Concierge and Hotel Manager