Concierge Supervisor – Crowne Plaza Muscat OCEC
Job Description
The Concierge Supervisor assists Front Office Manager in the management of the Concierge team. The Concierge Supervisor is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, prides the team on flair in service delivery, be a poised communicator, has an inquisitive spirit, creative mind to curate fresh experiences and a sense of responsibility to uphold the Crowne Plaza Brand.<br><br>YOUR DAY-TO-DAY:<br><ul><li> Takes responsibility and ownership in creating personal connections through emotional luxury between Concierge and guests</li><li> Deals with external stakeholders for collaborations and contracts with the hotel’s interest in mind</li><li> Arranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge</li><li> Promotes in-house facilities and inter-hotel sales and maintains good inter-divisional relationships to ensure seamless guest journey</li><li> Maintains communication channels with all departments of the hotel</li><li> Curate concierge experiential journey and ensure adherence of service sequence</li><li> Enforces PMS system etiquette and accuracy of administrative duties</li><li> Ready to cover all roles and functions of the Concierge Team</li><li> Assists other hotel department functions when the need arises</li><li> Maintains oversight and allocates resources to the smooth running of the daily operation</li><li> Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies</li><li> Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision</li><li> Assist to set out KPIs and deliverables for the year with the Director of Front Office</li><li> Create action plan and monthly overview of goals set out for the year</li><li> Assist the Director of Front Office to appraise the team at the end of year</li><li> Training and coordination with supporting departments and use data from given hotel systems to analyze areas of improvement and creating action plans for betterment of service</li><li> Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences</li><li> Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests</li><li> Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry</li><li> Ensures service standards and individual performance are aligned with Accor Values – Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.</li><li> Executes the annual upsell strategy and achieves all goals as set by management</li><li> Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel<br><br></li></ul>WHAT WE REQUIRE FROM YOU:<br><ul><li> Embodies a creative mind to curate new experiences whilst sourcing for the latest experiences in the region</li><li> Carries an eye for detail and an approachable demeanor for all guests and team members</li><li> Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism</li><li> Self-driven approach to carry out assigned responsibilities</li><li> Ensures security and confidentiality of guest and hotel information in accordance to company</li><li> Possesses good computer and property management system knowledge</li><li> High level of integrity, enthusiasm, dedication for continuous improvement</li><li> Undertakes a coach’s and mentor’s mentality to bring the best out of every team member</li><li> Embraces change and open-minded in a dynamic work environment<br><br></li></ul>WHAT YOU CAN EXPECT FROM US:<br><br>We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work-life – including a full uniform, impressive room discounts, and some of the best training in the business.<br><br>Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.<br><br>IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our well-being framework, we are committed to supporting well-being in your health, lifestyle, and workplace.<br><br>So, join us and you’ll become part of our ever-growing global family.
