Concierge Supervisor/ Giám sát Quầy Thông tin Khách hàng

Essential Duties and Responsibilities - (Key Activities)
• Supervises and delegates duties to associates within the section.
• Hold a pre-shift meeting with associate prior to reporting to stations and conduct daily briefing.
• Be prepared for each daily activity and review any variations with manager and associate.
• To assign duties and break time schedule for all guest service associate.
• Ensure all associates are aware of role and responsibilities and operate within their guidelines.
• Ensure associates are properly groomed and wear clean uniform and name tag at all times.
• Ensure department cleanliness is maintained at all times.
• Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Maintain a good working relationship between associates and other departments.
• Determine the requirements for arrivals, and the follow-up on, special groups or VIPs.
• Constantly stress to the associate that they are the most effective tools in merchandising the hotel.
• Ensure all guests experiencing a problem receive an appropriate response, any promised recovery is delivered and all guest receive appropriate follow up in a timely and professional manner.
• Establish effective communication with associates to gain their trust and respect.
• Ensure all associates are safety conscious and trained in safe work practices.
• Assist with implementation of an effective training program for new and current associates using records, menus and appropriate reference manuals.
• Encourage problems solving by associates through proper training and empowerment.
• Assist with Implementation of proper training program and control the training of the associate to top efficiency and in accordance with New World Hotel policies.
• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.
• Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.
• To perform flight related matters efficiently and effectively.
• Assist with facilitating departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.
• Attend and assist with monthly department meetings.
• Supervise subordinates in running the concierge desk smoothly and up to the hotel standards.
• To oversee the maintenance of office equipment and bell carts to ensure that they are ready for immediate use.
• Assign guest service associate in handling guest baggage.
• Assign guest service associate in delivering newspaper and messages.
• Handle parcels received and items hold for collection
• Ensure equipment are properly used and maintained.
• Ensure baggage room, baggage holding area and work areas are neat and tidy. All baggage are to be arranged in the holding area.
• Ensure all the in & out of luggage are properly recorded.
• Ensure that flags at the Hotel entrance are hoisted properly, and in clean a good condition at all times.
• Keep close communication with other sections regarding car arrangements.
• Be highly familiar with all emergency procedures and evacuation plans.
• Have good control of all vehicles and drivers.
• Check daily vehicles requests.
• Assume any other duties & responsibilities as assign by the superior.