Chief Conceirge

**What do we expect from you? Under the general guidance of the Director of Front Office or any other authorized by the management, provide an efficient and courteous Concierge service at all times. To coordinate and manage the day-to-day running of the Concierge desk, covering all guest requests as an integrated department ensuring a highly personalized service, maximizing guest satisfaction and in accordance with the department’s policies and procedures. To ensure that all guest issues are dealt with in an effective and timely **How your day looks like?** - Oversee the Concierge team and create an environment where guest service is paramount. - Build and maintain relationships with Doha restaurants, bars, clubs, theatres, music venues, etc., that may be used by our guests. - Consistently strive to increase guest satisfaction in relation to Sterling, InnsQore, TripAdvisor and general guest feedback. - Manage the team’s performance on a day-by-day basis and ownership of the team’s performance in relation to guest satisfaction. - Ensure Concierge champion GuestWare. - Promote in-house resources and outlets. - Facilitate the Concierge team to be knowledgeable with all relevant aspects of Doha (including City events, transport, new openings, restaurant/theatre recommendations, sightseeing) - Ensure correct reporting procedures for any guest-related incident, accident, complaint, request, are in place. - Knowledge of all arrivals/departures and ensure guest name used at all times. - Fully conversant with current hotel availability situation at any given time, and also future availability. - Complete knowledge of all hotel features and services including Food & Beverage outlets (menu, price range, promotions, and opening hours), spa (facilities, opening hours), etc. - Manage any specific business service requests (printing, faxing, mobile/computer hire, etc) with charge as appropriate (no Business Service Centre on site). - Fully conversant with all hotel room types, numbers, layout, locations, rates. - Fully conversant with special packages, short & long-term promotions (hotel, outlets, spa), and pass on to Sales Department any possible leads which could develop into future business. - Form part of the fire team and assist in any emergencies which may arise. - Ensure all necessary supplies are available for Concierge in order to work efficiently, and oversee ordering and completion of Purchase Orders in line with hotel policies and procedures. - Maintain the ethos, brand integrity and operational standards to ensure Concierge areas (front and back of house) are well maintained. - Respond to all issues/feedback raised in internal and external reports, including InnsQore (mystery guest programme), TripAdvisor and Sterling guest surveys, and liaise with Front Office Director & Hotel Management as appropriate. - Authorize and sign paid outs. - Be fully involved in the preparation of the departmental and hotel budgets (including amenity costs), as well as any other financial reports if requested. - Ensure Concierge fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment. - Fully conversant with foreign exchange procedures - Liaise and co-ordinate with Accounts department and Front Office Director for any special billing requests and procedures. - Meet and welcome regular and VIP guests - Ensure guest privacy and security, respecting confidential information. - Maintain and effectively utilise guest profiles through GuestWare and fully support collection of preferences and CRM role. - Ensure all guest special requests are followed through and administrated. - Ensure thorough handovers at each shift change including opportunities to wow guests and service recovery issues, as appropriate. - Ensure Concierge are fully conversant with correct policies and procedures for: VIP guests, amenity requests, restaurant/theatre/other reservation requests and bookings, and handling complaints/feedback - Ensure prompt and courteous response to guest comments, questions, complaints, requests and enquiries, taking the necessary action steps and ensuring thorough follow-through - Identify and pass on to the Front Office Director and/or Hotel Manager any potential guest issues and/or VIP requests. **How do I deliver this?** - **Tell it like it is**: - Authentic, honest, you mean it, sincere, true. - **Have fun and make friends**: - fun, energetic, whimsical, upbeat, “wink", casual. - **I've got your back**: - Accountable, responsible, makes up for own promises, knows how to take ownership, follows - thru, dependable. - **Play to win**: - Original, cutting edge, new, "outside the box”; open to new possibilities, different. - **Right here, right now**: - Attentive, detail-oriented, always focused, always in the moment, precise, owns the guest.