Chief Concierge

• Anticipate guest's needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.
• Align your working practices and conduct with Sheraton Saigon Hotel & Tower's Vision; consistently strive to meet and exceed the expectation of both internal and external guests.
• Comply with Sheraton's Code of Conduct all times.
• Welcome all guests upon arrival.
• Maintain excellent product knowledge of the hotel facilitates and sell hotel outlets to generate revenue through the commissions.
• Maintain vigilance over the security of the hotel and liaise with the Security department accordingly.
• Ensure public areas are kept neat, tidy and clean at all times
• Supervise guest services in the lobby area ie. Doorman and Porters.
• Ensure cleanliness of baggage room, work area and ensure proper procedures are followed in sorting and handling baggage.
• Maintain and ensure the proper functioning of the Briefing Sheet and see that all Porter's duties are fairly delegated on a rotation system.
• Maintain a good rapport with the clients and identify potential business for the hotel. Disseminate such information accordingly.
• Coordinate with the Group Coordinator with regards to all group luggage movements.
• Ensure that front entrance driveway is clean and traffic movements well controlled.
• Liaison between guests and Tour Operators.
• Maintain an up-to-date knowledge of transport and tour services
• Coordinate Front Office Operations during shift, including Front Desk, Guest Service Center, Grand Tower Lounge and Concierge to ensure guest service excellent and adherence to Sheraton standards and Procedures at all times.
• Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Marriott Service Standards at all times.
• Ensure that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Marriott.
• Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas whether business demands are higher.
• Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
• Actively manage and oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
• Coordinate the maintenance and utilization of the Guest History databases, to ensure loyal guests and VIP's receive special attention.
• Demonstrate thorough knowledge of and encourage active selling all product, services and special events within the hotel, leading by example.
• Ensure adherence to hotel credit procedures and policies at all times, leading by example.
• Prepare monthly outlook/forecast reports.
• Attend meetings as required.
• Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment.
• Ensure that all Concierge associates ate motivated and trained in the correct method of services, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.
• Assist with associates scheduling and rostering to provide adequate coverage of shifts.
• Maintain manpower and materials cost control measures.
• Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of department and hotel strategic goals.
• Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
• Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example.
• Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example.
• Completely understand, implement and ensure adherence to the local areas of the labor code and Sheraton policies.
• Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
• Ensure that the Front Office Manager or General Manager is informed immediately of any serious emergency, security or health & safety matter.
• Perform any additional duties as requested by the Front Office Manager and Hotel Manager.
• Uphold the Marriott Cares culture by demonstrating the Marriott Service Standards at all times to guests and fellow associates.
• Personally, ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and related Hotel and Marriott Policies.