CONCIERGE MANAGER

Assists to ensure that the Concierge activities including Bell are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
Oversees the preparation and update of individual Departmental Operations Manuals.
Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
Ensures that all employees deliver the brand promise and provide exceptional guest service at all times.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Maintains positive guest and colleague interactions with good working relationships.
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.
Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
Spends time in Concierge, Bell Desk, Hotel Lobby and Entrance during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.
Ensures that guest history records are accurately maintained.
Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to.
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 that communication and co-ordination of all Departments, with particular emphasis on the interactions between Concierge and Front Desk, Housekeeping, Maintenance, Telephone, Security are smooth and efficient.
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Assists in the recruitment and selection of all Concierge, Bell, Airport and Doorman employees.
Assists to oversee the punctuality and appearance of all Concierge, Bell and Doorman employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene.
Conducts annual Performance Development Discussions with Concierge, Bell, Airport and Doorman employees, supports them in their professional development goals.
Develops the skills and effectiveness of all Concierge and Bell Desk employees through the appropriate training, coaching, and/or mentoring.
Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
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.
Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations.
Responds to changes in the Concierge function as dictated by the industry, company and hotel.
Exercises responsible management and behaviour at all times, positively representing the hotel management team and Hyatt International.
Attends training sessions and meetings as and when required.
Carries out any other reasonable duties and responsibilities as assigned.