Job Summary:

• Assist with daily general administrative and receptionist duties in a welcoming and professional manner
• Ensure delivery and satisfaction of various Member and guest services offered at the Community.
• Assures that effective orientation and training are given to each new associate. 
• Assists in developing ongoing training programs.
• Scheduling, payroll and assigning work responsibilities. 
• Monitors business volume forecast and plans accordingly in areas of manpower, productivity, costs and expenses.
• Participates in daily operations, is responsible for the quality of service levels, keeps staff informed and provides support/guidance to the staff.
• Assists in the management of department members evaluating performance, rewarding and disciplining associates, addressing complaints, resolving issues, and encouraging employee morale.
• Provides information, addresses complaints, and resolves issues of rental owners and renters in regards to the rental program.
• Effectively communicates to the staff any changes in departmental or company policies and procedures.

Skills on Resume:

• Admin Support (Hard Skills)
• Reception Duties (Hard Skills)
• Guest Services (Soft Skills)
• Staff Training (Soft Skills)
• Scheduling (Hard Skills)
• Operational Planning (Soft Skills)
• Team Leadership (Soft Skills)
• Complaint Resolution (Soft Skills)

Job Summary:

• Contribute to initiatives within the team and company to support ongoing enhancement of engagement and organisational effectiveness
• Display professional and responsible standards of delivery in role, aligned to performance and development objectives
• Possess knowledge of up-to-date centre services, facilities and promotional activities
• Align individual and team objectives to the Asset Business Plan
• Implement concierge services and marketing strategies identified as directed by the Centre/Brand Experience Manager
• Maintain knowledge of revenue and cost targets for concierge services
• Oversee and monitor team activities and manage costs associated with service delivery
• Achieve set budgets, working with Leaders to identify areas of improvement and/or cost savings
• Assist the Administration Manager with effective people management through ensuring clear performance expectations of all team members
• Supporting the development and retention of talent through performance objectives and development planning

Skills on Resume:

• Team Initiatives (Soft Skills)
• Professional Standards (Soft Skills)
• Service Knowledge (Hard Skills)
• Objective Alignment (Soft Skills)
• Concierge Services (Hard Skills)
• Cost Management (Hard Skills)
• Budget Achievement (Hard Skills)
• Talent Development (Soft Skills)

Job Summary:

• Ensure exceptional guest services are provided and administered in a personalized, friendly and professional manner by the entire Concierge Team
• Supervise and take necessary action in conjunction with the Head Concierge and Front Office Manager regarding all Concierge employees
• Assist with day to day Concierge and Bell operations
• Lead the Concierge team and complete required administrative tasks in the absence of the Head Concierge
• Maintain effective daily communication and professional relationships with all operating departments
• Coordinate amenity orders and maintain inventories
• Assists with guest arrivals/departures
• Provide outstanding personalized service that meets and exceeds guest expectations
• Be knowledgeable of the Community and Resort attractions/ events
• Respond to inquiries regarding hotel services by letter/telephone and in person

Skills on Resume:

• Guest Services (Soft Skills)
• Team Supervision (Soft Skills)
• Concierge Operations (Hard Skills)
• Team Leadership (Soft Skills)
• Department Communication (Soft Skills)
• Inventory Coordination (Hard Skills)
• Guest Assistance (Soft Skills)
• Community Knowledge (Hard Skills)

Job Summary:

• Attend Department Head meetings 
• Assist with training of all Concierge/Bell employees
• Maintain clean and safe working environment
• Be completely familiar with Hotel Fire and Safety Regulations and Emergency Procedures
• Attends and/or conducts staff meetings 
• Encourages a safe work atmosphere and ensures all employees are knowledgeable of safety policy.
• Relays all pertinent information to staff
• Assists with developing, implementing, and maintaining operating procedures and service standards.
• Communicates any changes or new policies and procedures to the department.
• Maintains flexibility to take on new and different tasks as directed by the Director of Operations or GM.

Skills on Resume:

• Meeting Attendance (Soft Skills)
• Employee Training (Soft Skills)
• Safety Maintenance (Hard Skills)
• Fire Safety Knowledge (Hard Skills)
• Staff Communication (Soft Skills)
• Procedure Development (Hard Skills)
• Policy Communication (Soft Skills)
• Task Flexibility (Soft Skills)

Job Summary:

• Report to work on time, uniform to be clean & tidy, including name tag, personal appearance and grooming conform the Brand Service Standards.
• Attend the required meetings and trainings on time.
• Knowing the names and positions of the hotel management and their respective extensions.
• Ensure the Brand Service Standards and “Telephone etiquette” are strictly followed at all times.
• Handle all internal and external phone calls according to the telephone etiquette.
• Ensure the main entrance and lobbies are clean, easily accessible and manned at all times.
• Make sure the working area and equipment are fully functional, otherwise follow up with the relevant department.
• Open, honest and clear communication with the team members.
• Ensure all hotel policies are followed by the team.
• Communicate and check their awareness of daily specials events.

Skills on Resume:

• Punctuality (Soft Skills)
• Professional Appearance (Soft Skills)
• Management Knowledge (Hard Skills)
• Service Standards (Hard Skills)
• Phone Etiquette (Hard Skills)
• Area Maintenance (Hard Skills)
• Team Communication (Soft Skills)
• Policy Compliance (Soft Skills)

Job Summary:

• Verify the familiarity with the hotel facilities and events among the team.
• Check the grooming and appearance of the team members and correct
• Create and implement a Training plan for the Bellboy, Airport Representatives and ensure the awareness of their duties and responsibilities.
• Review the Standard Operating Procedures of the team and ensure these are followed accordingly.
• Supervise the team and coach / train them to achieve the highest quality of knowledge and service.
• Create and ensure awareness of the business objectives and targets.
• Review team members satisfaction and identify their concerns.
• Bring their concerns to the attention of the Chief Concierge 
• Ensuring a warm, sincere welcome and farewell of all guests.

Skills on Resume:

• Facility Familiarity (Hard Skills)
• Team Grooming (Soft Skills)
• Training Plan (Hard Skills)
• SOP Review (Hard Skills)
• Team Supervision (Soft Skills)
• Objective Awareness (Soft Skills)
• Team Satisfaction (Soft Skills)
• Guest Hospitality (Soft Skills)

Job Summary:

• Provide “Gentlemen service” for ladies with high heels or the elderly.
• Offer at least 2 suggestions when recommending a guest to provide the guest with a choice.
• Provide immediate and accurate services regarding travel arrangements, airline reconfirmation, sightseeing tours, airport transfer, restaurant reservations etc.
• Ensure the proper recording of the guest items storage.
• Verify the guest supplies (e.g. umbrellas) and ensure a proper record is kept, order to restock 
• Report and seek assistance from the Chief Concierge 
• Communicate all guest comments to the Chief Concierge and Guest Service Manager and ensure a follow up is done.
• Communicate the received parcels / mails for the guests and ensure a delivery within 10 minutes.
• Ensuring to complete daily shift checklist.

Skills on Resume:

• Guest Assistance (Soft Skills)
• Service Recommendations (Soft Skills)
• Travel Arrangements (Hard Skills)
• Item Recording (Hard Skills)
• Supply Management (Hard Skills)
• Issue Reporting (Soft Skills)
• Parcel Delivery (Hard Skills)
• Checklist Completion (Hard Skills)

Job Summary:

• Provides for the development of team members through training, monitoring, counseling, and performance evaluations.
• Provides direction and support to Platinum agents to ensure the highest level of service is provided at all times.
• Monitors and provides feedback to agents regarding performance on all calls.
• Provides feedback and coaching to agents regarding overall performance, behavior, and attendance.
• Researches, resolves, and ensures proper support documentation as required on all member contacts, and process any necessary follow-up to facilitate requests.
• Responsible for ensuring the accuracy of all team member time cards, commissions, and bonuses.
• Builds and maintains business relationships with other departments.
• Makes reasonable decisions to satisfy the customer needs and provide service recovery.
• Makes reasonable decisions to direct and coach team members.

Skills on Resume:

• Team Development (Soft Skills)
• Service Direction (Soft Skills)
• Performance Monitoring (Hard Skills)
• Agent Coaching (Soft Skills)
• Issue Resolution (Hard Skills)
• Timecard Accuracy (Hard Skills)
• Relationship Building (Soft Skills)
• Decision-Making (Soft Skills)

Job Summary:

• Participates in recruiting and/or interview process.
• Responsible for the ongoing development of team members and advising management of corrective action needed.
• Completes all required company trainings and compliance courses as assigned.
• Adheres to company standards and maintains compliance with all policies and procedures.
• Ensure the Concierge operation is run with the guest level of service possible, assisting in developing an engaged, enthusiastic and guest driven team.
• Connected with top bars, restaurants and clubs and be able to make suitable recommendations. 
• Responsible for meeting department goals in regarding to service levels, quality assurance, and other KPIs.
• Anticipate any guest requests or inquiries.

Skills on Resume:

• Recruitment Participation (Hard Skills)
• Team Development (Soft Skills)
• Training Compliance (Hard Skills)
• Policy Adherence (Hard Skills)
• Service Excellence (Soft Skills)
• Local Connections (Soft Skills)
• Goal Achievement (Hard Skills)
• Guest Anticipation (Soft Skills)