Assistant Chef Concierge

The Assistant Chef Concierge oversees the concierge functions, ensuring compliance with hotel standards and creating memorable guest experiences. This role coordinates with various departments to anticipate and meet guest needs and is well-versed in COMO Hotels and Resorts worldwide to provide informed recommendations. The Assistant Chef Concierge manages the team to deliver exceptional service, fostering a welcoming environment and ensuring a seamless and personal guest experience.

Task and Responsibilities

Maintaining Concierge Operations:

• Oversee day-to-day operations, ensuring quality standards and customer expectations are met.
• Develop specific goals and plans to prioritize, organize, and accomplish tasks.
• Keep the concierge team focused on critical operational components to drive guest satisfaction and achieve financial targets.
• Understand and manage the department's impact on the property's overall financial goals and objectives.
• Establish and maintain a comprehensive database for restaurants and local attractions for team use.
• Build and maintain relationships with local attractions, restaurants, and businesses to enhance guest experiences.
• Provide recommendations and arrange services for guests, including car rentals, transportation, office services, beauty services, babysitting, repairs, and shopping.
• Maintain awareness of cultural differences to meet specific guest needs.
• Provide check-in and check-out services and handle reservations as needed.
• Maintain thorough knowledge of hotel rooms, services, and facilities.
• Ensure repeat and VIP guests receive appropriate service and their requests are fulfilled.
• Respond to emergency situations following appropriate procedures.

Leading Concierge Team:

• Oversee concierge team activities, leading by example with honesty and integrity.
• Foster mutual trust and cooperation among team members and maintain open communication to ensure the team meets service standards.
• Manage staffing levels and ensure team members are informed about business goals and performance expectations.
• Supervise and perform team member duties when necessary, ensuring adherence to hotel policies and procedures.

Ensuring Exceptional Customer Service:

• Promote a service-oriented atmosphere to enhance guest satisfaction and retention.
• Understand guest needs and provide individual coaching and feedback to team members.
• Resolve guest complaints effectively and ensure team members are empowered to provide excellent service.
• Gather guest feedback on service quality and ensure team members meet customer service standards.

Supporting People and Culture Activities:

• Support team member development through coaching, mentoring, and skills enhancement.
• Maintain an "open door" policy to address team member concerns and ensure their satisfaction.
• Assist in hiring new team members with suitable skills and support orientation and training programs.
• Participate in progressive discipline procedures and report team member satisfaction issues to the department manager and People and Culture.

Additional Responsibilities:

• Communicate relevant information to supervisors, peers, and subordinates through various channels.
• Analyze information to solve problems and update key stakeholders promptly.
• Participate in departmental meetings and ensure compliance with quality assurance guidelines.

Job Requirements:

• A diploma in Hospitality is a plus.
• Minimum of 3 years in Front Office or Concierge experience in a similar capacity, preferably in a luxury hotel environment.
• Knowledgeable about the city, tours, and excursions to refer guests to various tourist destinations.
• Possess a professional disposition with good communication and interpersonal skills.