TEAM LEADER - CONCIERGE

Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
Submits all guests / employees' incident reports.
Reports and records "Lost and Found" items.
Ensures that all Concierge employees deliver the brand promise and provide exceptional guest service at all times.
Ensures that Concierge employees provide excellent service to internal customers as appropriate.
Ensures that all Concierge employees are familiar with the hotel's products and services, current promotions, policies and other important information
Assists to implement consistent guest recognition programmes and maintains a relevant guest history database.
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 verify that guests are receiving the best possible service during check-in and check-out.
Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
Coordinates VIP movements with relevant Departments as advised.
Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information.
Assists the Concierge Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP's in - house and arrivals are strictly adhered to.
Coordinates all Repair and Maintenance and reports maintenance job orders.
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 to ensure the punctuality and appearance of all Front Desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
Attends and contributes to all training sessions and meetings as required.
Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
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 computer resources, fire, hygiene, health and safety.
Ensures high standards of personal presentation and grooming.
Responds to changes in the Rooms function as dictated by the industry, company and hotel.
Carries out any other reasonable duties and responsibilities as assigned.