Tourism/Hospitality - Other Tourism/Hospitality Western Cape FULL TIME Job Summary MAJOR AREAS OF RESPONSIBILITY: * To lead and create a work environment that is high in employee morale and provides constant learning & development and use the feedback from Employee Satisfaction Survey to draw an action plan. * Develop systems and procedures that achieve higher cost efficiency and guest satisfaction. * Recruitment and Performance Appraisal/Management all associates in the department. * Ensure and manage an efficient Concierge department / service / front drive. * Control and direct the concierge team including bell desk, porters, limo drivers and car valet within the framework as defined in the organization chart. * Be well versed in the events, happenings in and around the city. * Be well connected to key restaurants, venues, and contacts in airlines, theatres and other leisure outlets for last minute guest requests. * Ensure that assistance is being provided at all times to all customers and guests and their stay (making reservations, booking tours, checking guests in online for their flights) * Provide fast, courteous and professional service to both guests and customers of the hotel. * Maintain and control the use of the arrival and departure luggage room, ensuring that luggage is properly stored and labelled at all times. * Arrange and prepare information on Special Events or Hotel Services to be bulletined. * Ensure that all equipment within the section is properly maintained and in good working condition at all times i.e. Trolleys, the disabled lift, etc. * Assist in identifying training needs, develop training plans and implement training sessions for all associates within the section on a regular basis. * Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture throughout the section. * Ensure daily departing time of due-out guests and arrange for taxis, shuttle arrangements and limousine services to the airport if required. * Co-ordinate VIP arrivals and departures. * Monitor the Concierge team and ensure that they are engaged in their daily duties – greeting of guests at entrance, carrying luggage, rooming of guests, daily directory postings, and transfer arrangements. * Look into the maintenance of all luggage / bell trolleys to ensure that they are in good working order. * Ensure that all work areas are neat and tidy at all time. * The ability to assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours). * Ensure a smooth working relationship between the Bell Service and all other departments of the hotel. * Duty Management shifts. * Manning of the front drive area making sure that parking is blocked off when needed. * Scheduling of associates based on operational requirements and ensuring that all areas are sufficiently covered. * The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests’ requests. * Ensure that all associates are well versed on services & recommendations for activities inside & outside the hotel by actively planning & promoting educationals. * To ensure all service providers complies with the the Hotel Standards and agreed Service Level agreements. * Ensures that you work in a safe manner that does not harm or injure self or others. * To be involved with Health & Safety within the department. Ensuring compliance within the department and that Health & Safety directives are carried out. * Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening. * Ensure that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct maintained. * Continuously endeavour to improve the department’s efficient operation, and knowledge of own job function. * Ensures effective implementation of the Tata Code of Conduct at all times. * Efficient implementation of all work related instructions given by the superiors / management. QUALIFICATIONS AND EXPERIENCE: * 4 years in a similar position in comparable hotels * Graduates from reputed hotel management schools * Valid PDP Driver’s License KNOWLEDGE AND SKILLS: * Proficiency in Front Office tasks * Good networking skills * Good organizing skills * Ability to operate computer systems with ease (knowledge of Microsoft Office & Amadeus) * Ability to remain calm and composed in difficult situations * Ability to remember guests and their preferences * Understanding of travel and the tourism industry * Required excellent time management and problem-solving skills PLEASE NOTE THAT ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED. Manpower Group Recruiter