Concierge Supervisor

Roles and responsibilities

• Assistant Concierge Manager is required at all times to set a high example in regards to punctuality, appearance, attitude, leadership, guest relations, observance of Emirates Palace Mandarin Oriental policies and procedures, loyalty to management and interdepartmental cooperation.
• To supervise the day-to-day operation of the Bell Department.
• Ensure that the Emirates Palace Entrance, Lobby and lights are clean, neat and tidy and inform Housekeeping or Engineering of any work that may be required.
• To check guests’ needs by liaising with other operational departments.
• To assist guests in itinerary planning and suggestion of activities. Build an excellent relationship with any travel related industry in the area.
• Keep up to date with happenings and new venues in Abu Dhabi and beyond, ensuring team is fully aware of relevant information and concepts, to make proper recommendations to guests.
• To supervise the day-to-day collection and delivery of luggage ensuring that a speedy and efficient service is provided to all guests and patrons of the Emirates Palace Mandarin Oriental.
• Monitor HotSOS and HelloMO for efficient operations and swift response to guest queries.
• To instruct the Bell Captain and supervisor the daily operation.
• To organize assistance with guest luggage and parcels, ensuring that luggage is collected and delivered speedy and efficiently when requested.
• Furnish the guest or their interested parties such available information as any be needed and requests, provided that the information is not deemed confidential by the management policies, rules and regulations.
• Ensure all staff are fully aware of any special event in the Emirates Palace and in Abu Dhabi and regularly update the staff of any changes.
• Place orders for the newspaper requirement of the daily operations.
• To assist in maintaining and developing agreed standards within Concierge Department.
• To attend all F.O. meetings, training sessions/program that are requested by the Emirates Palace Mandarin Oriental Management.
• To assist in the conducting of annual performance evaluations.
• To have a full working knowledge and capability to supervise, train, correct and demonstrate all duties and tasks in the assigned place of work according to the standard operating procedures.
• Revise and elaborate SOPs when appropriate.
• Train team and new joiners on SOPs, LQA and Forbes Standards.
• To assign responsibilities to staff members, implementing multi-tasking and periodic performance checks.
• Ensure that luggage storage room is in order, guest baggage/articles are stored/registered correctly, and items that exceed the established time frame pass to the next phase as per policy.
• To assist in planning the weekly working schedules to ensure that the outlets are adequately staffed to handle the levels of business.
• To ensure that all employees report for duty punctually always wearing the correct uniform and name badge.
• Ensure that grooming of team is at highest level and compliant with MOAUH standards.
• Assist in the training of the employees ensuring that they have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
• To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Emirates Palace Mandarin Oriental policy on Fire, Hygiene, Health & Safety.

Desired candidate profile

• To ensure that all potential and real hazards are reported and rectified immediately.
• To understand and strictly adhere to the Emirates Palace Mandarin Oriental Employee rules & regulations.
• To report for duty punctually always wearing the correct uniform and name tag.
• Any other duties, which may be assigned to you from time to time as directed by your supervisor or manager.
  

Key Competencies And Background

• BSc or similar in Hospitality Management is preferred
• Experience in a high volume internationally recognized luxury hotel chain and a few years in a similar position is required
• An outgoing personality with excellent communication and organizational skills, problem solving, detail oriented and multitasking
• Customer-service oriented, helpful and enthusiastic, with a good sense of humor
• Good command of written and spoken English, additional language will be an advantage