ASSISTANT CONCIERGE MANAGER

- Assists in the preparation and updates of the Concierge, Bell Desk, Business Center Departmental Operations Manuals if necessary.
- Assist to conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
- Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
- Maintains the Daily Log Book.
- Ensures that all Concierge and Bell Desk employees are aware of current promotions, policies and other important information.
- Ensures that all Concierge and Bell Desk employees are familiar with the hotel's products and services.
- Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Personally and frequently verifies that guests are receiving the best possible service.
- Spends time in Concierge and Bell Desk areas during peak periods to ensure that the area is managed well by the respective team and deliver the brand promise.
- Establishes a rapport with guests maintaining good customer relationship.
- Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.
- Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner.
- Ensures guest comments are channelled to Concierge Manager for follow up.
- Ensures speedy, accurate and efficient telephone and message service at all times.
- Ensures that communication and co-ordination of all Departments, with particular emphasis on the interaction between Concierge and Front Desk, Sales, Housekeeping, Maintenance, Telephone, Security are smooth and efficient.
- Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
- Ensures that all guest details are entered correctly in accordance with the principles of clean data.
- Ensures that employees have a complete understanding of and adhere to employee rules and regulations.
- Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- Ensures high standards of personal presentation and grooming.
- Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.
- Responds to changes in the Rooms function as dictated by the industry, company and hotel.
- Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
- Attends training sessions and meetings as and when required.
- Carries out any other reasonable duties and responsibilities as assigned.