Chief Concierge

at  Four Seasons

ABOUT FOUR SEASONS:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

ABOUT THE ROLE:

The Chief Concierge responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

MAIN DUTIES/DESCRIPTION:

• The ability to supervise Concierge, Guest Services and Guest Experience team to ensure the smooth arrival and departure of guests, proper handling of luggage, and follow-up on guest request.
• The ability to cover Duty Manager shifts in absence.
• The ability to provide accurate information to guests in a courteous manner; fill all reasonable guests’ requests or requirements; anticipates guests needs.
• The ability to take messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow-up.
• The ability to properly handle incoming and outgoing mail, telexes, packages and faxes.
• The ability to know what activities are available in the city, ie. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.
• The ability to recite all hotel services, hours of operation, key personnel, hotel policies, etc.
• The ability to keep the Assistant Director of Rooms, Front Office Manager and senior management well-informed of any guests’ problems or complaints, and action taken.
• The ability to maintain the Concierge Desk and storage areas in an orderly manner; direct bell and door staff in the maintenance of the front entrance and lobby.
• The ability to assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours).
• The ability to work closely with the Valet Parking staff to ensure the smooth handling of guests and patron vehicles.
• The ability to work closely with the bell attendants to ensure smooth handling of guest luggage, message delivery and/or special requests.
• The ability to display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to perform other tasks or projects as assigned by hotel management and staff. The ability to use the hotel computer system and phone system.
• Assist with front desk procedures, i.e. check-in, check-out, escorting, taking requests etc.
• Be trained and able to complete related roles, i.e. bell/door attendant, airport greeter etc.
• To provide a friendly and professional service that always exceeds guests’ expectations.
• To ensure you read 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 Fire, Hygiene, Health and Safety.
• To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of the position.
• To report for duty punctually wearing professional attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
• To comply with local legislation as required.
• To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.
• To respond to any changes in the division as dictated by the needs of the industry, company or hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• Conduct and attend training sessions as outlined.
• Perform other tasks or projects as assigned by the Front Office Manager or Assistant Director of Rooms.

ROLES AND RESPONSIBILITIES FROM OHSAD

• Understand & cooperate with full compliance with hotel’s developed OSH policy, procedures & works instructions or action taken by management to protect employees or to comply with OSH requirements.
• Report to immediate supervisor any situation which they have reason to believe could present a hazard and which they cannot themselves correct;
• Report all OSH incidents, near misses, dangerous occurrences, unsafe act & conditions.
• Report all hazards & engage in communication & consultation activities.
• Not intentionally or recklessly interfere with or misuse anything provided (e.g. plant & machineries, PPE, etc.) at the workplace in the interest of health, safety and welfare.
• Participate in conduct of OSH related planning and implementation in order to achieve the hotel’s OSH objectives, targets & program.
• Handling, storage & disposal of hazardous materials as per MSDS.
• Attend OSH training, safety induction, on the job training, daily tool box talks, etc.
• Keep tools and equipment in good condition; inspect tools, plants, machineries and equipment for defect before use and report defects immediately to the supervisor.
• Follow all posted warning signs and safety instructions.
• Understand & be aware of OSH risks of the assigned work & necessary arrangements to perform the work safely.