Operations Management
Supervise the daily operations of the Concierge and Bell Service teams, ensuring full compliance with 5- star service standards.
Ensure smooth operation of transportation, taxi, limousine, car rental, tour arrangements, and external service providers in accordance with contracts and resort policies.
Monitor and control all baggage handling, parcel and document delivery, and guest belongings transactions.
Assign tasks, monitor performance, and evaluate team members during each shift.
Ensure the lobby area, concierge desk, luggage counter, and storage rooms are always clean, organized, and guest- ready.
Coordinate closely with the Security Department to monitor luggage, vehicles, and guest movements.
Guest Services
Ensure all guest requests, inquiries, and feedback are handled promptly, accurately, and with personalized attention.
Stay updated on local attractions, restaurants, shopping areas, events, and entertainment options to provide informed recommendations.
Supervise and ensure that VIP, VVIP, and repeat guest arrivals/departures are handled according to brand and resort standards.
Assist guests with restaurant reservations, tour bookings, flight arrangements, transportation, spa appointments, and other special requests.
Welcome and assist guests with a friendly, professional, and courteous attitude.
Monitor and record Service Recovery actions for any guest complaints or service failures related to Concierge operations.
Human Resources & Training
Monitor compliance with hotel policies, SOPs, grooming standards, and professional behavior of all staff members.
Participate in shift briefings, sharing updates on VIP guests, events, and daily operations.
Assist in recruiting, training, and mentoring new team members.
Administration & Reporting
Control and maintain working equipment such as luggage trolleys, name boards, keys, radios, and internal telephones.
Coordinate with the Accounting Department to manage cash float, receipts, and vouchers related to outsourced transportation or tour services.
Verify and approve vehicle usage reports, third- party service expenses, and payment requests according to resort procedures.
Safety & Security
Immediately report any incident, loss, or accident to the line manager.
Ensure staff are well- trained and familiar with emergency response and fire safety (PCCC) procedures.
Supervise the safety procedures of vehicles operating in the guest pick- up and drop- off areas.
Ensure all guest luggage and belongings are handled safely and documented properly following handover procedures.
