Job Summary: 

• Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches
• Achieve maximum customer satisfaction while complying with all Four Seasons’ policies
• Maintain harmonious and professional relationship with all departments and Home Office.
• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Plan, organize, lead and control different projects and activities within the Concierge team.
• Identify coaching moments and ensure that those moments become opportunities of learning and development for the Concierge team.
• Establish a rapport with the Concierge team and other divisions within the hotel.
• Great understanding of Self-Esteem and Self-Actualization of Team and ensure proper support and help is provided 
• Supervise the day-to-day duties of the Concierge team and assist 
• Hold monthly department meetings with Concierge Staff 
• Identify the defects from the concierge operation and follow up the corresponding action

Skills on Resume:

• Guest Needs Assessment (Hard Skills)
• Policy Compliance (Hard Skills)
• Project Management (Hard Skills)
• Conflict Resolution (Soft Skills)
• Coaching and Development (Soft Skills)
• Team Leadership (Soft Skills)
• Operational Analysis (Hard Skills)
• Emotional Intelligence (Soft Skills)

Job Summary: 

• Ensure communication and address any issues that are affecting the team.
• Participate in and develop staff training programs and development plans in order to minimize staff turnover and maintain high morale. 
• Particular emphasis should be given to those individuals qualifying for future advancement.
• Select and recruit qualified people, supervise, train and motivate department staff 
• Meet with the Director of Rooms on a regular basis to communicate all Concierge activities and results of the Concierge meeting or any other related issues.
• Actively network within the community to attract potential candidates for recruitment purposes.
• Prepare reviews and development plans and take appropriate personnel-related action (i.e. hire, commend, discipline, evaluate, etc.) with Concierge staff 
• Conduct self in a professional manner at all times.
• Monitoring the training process and ensure the quality training
• Ensure staff perform according to the standard and procedure
• Oversees Concierge operations ensuring that guests are handled quickly and efficiently in all needs.

Skills on Resume:

• Staff Training Development (Hard Skills)
• Recruitment and Selection (Hard Skills)
• Performance Management (Hard Skills)
• Networking and Community Engagement (Soft Skills)
• Motivational Leadership (Soft Skills)
• Professional Conduct (Soft Skills)
• Training Quality Assurance (Hard Skills)
• Operational Oversight (Hard Skills)

Job Summary: 

• Monitors current status of transportation, restaurant and facilities availability
• Achieves sell-out when opportunities rises Productivity
• Monitor efficiency levels in Concierge area
• Ensure staffing according to the need of business volume
• Ensure all assigned tasks are performed with adhering the standards
• Control the purchasing order and cost Containment
• Eliminate the wastage and energy consumption throughout the working area
• Monitors performance standards, identify defects and do correspondent follow up immediately
• Models the values and behavioral standards set by management.
• Ensure all employees are following the set standard for providing the best service to all of guests.
• Ensure staff are service oriented, creating experience to guest
• Ensure the staffing matching the need to the business volume

Skills on Resume:

• Resource Monitoring (Hard Skills)
• Sales Maximization (Hard Skills)
• Efficiency Optimization (Hard Skills)
• Staffing Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Cost Control (Hard Skills)
• Waste Reduction (Hard Skills)
• Service Excellence (Soft Skills)

Job Summary: 

• Anticipate staff need and provide a best working environment
• Maintains a detail record of all incidents (guest or employee), maintains a record of guest feedback and takes remedial action to resolve problems.
• Follows up on ongoing guest dissatisfaction
• Be aware of all happenings in the hotel which may affect the role of the Concierge.
• Keep a positive communication with other relevant departments.
• Maintain the close relationship with contract travel agency
• Continually identifying training need according to operation needs.
• Create training plan to help the department improving and staff developing
• Indicates efficiency problems and makes recommendations for resolving.
• Ensures the Concierge Attention Guest pre-arrival arrangements are well prepared.
• Link other hotel and outside society, get strong back up resources and enlarge the ways to benefit the hotel.

Skills on Resume:

• Staff Needs Anticipation (Soft Skills)
• Record Keeping (Hard Skills)
• Guest Relations Management (Soft Skills)
• Interdepartmental Communication (Soft Skills)
• Partnership Management (Soft Skills)
• Training Needs Analysis (Hard Skills)
• Training Program Development (Hard Skills)
• Resource Networking (Soft Skills)

Job Summary: 

• Manage the department to achieve department goal
• Coordinate the operation with other relevant department
• Develop the Golden Key Association to gain win, win.
• Ensure the quality and consistency of service and product delivery in an effort to continuously improve service standards in alignment with the overall hotel initiatives and brand service standards
• Anticipate and address guests’ service needs, respond to special arrangement and inquiries 
• Ensure guest satisfaction in a welcoming environment
• Provide information pertaining to all hotel amenities and services, city highlights such as local places of interests, restaurants, sightseeing tours and any special events in the surrounding
• Maintain the hotel information directory, ensure proper communication among team members and database is updated constantly
• Demonstrate a commitment to service excellence through day to day operation and ensure superior service and value are delivered at all times
• Monitor and manage team performance by providing supervision and professional development, counseling and coaching

Skills on Resume:

• Department Management (Hard Skills)
• Operational Coordination (Hard Skills)
• Service Quality Assurance (Hard Skills)
• Guest Needs Anticipation (Soft Skills)
• Guest Satisfaction Management (Soft Skills)
• Local Knowledge Expertise (Soft Skills)
• Information Management (Hard Skills)
• Team Performance Monitoring (Hard Skills)