Loc de munca - Concierge - extern


Loc de munca - Concierge - extern

Concierge - Silversea Cruise Line

Hotel

Expiry date: 20-08-2010

Description:
Job Title: Concierge
Department: Administration
Reports to: General Manager
Objective:
To provide friendly and personalized service to guests.
Job Skills:

1. Provides guests with prompt, friendly and efficient service by directing the front desk operation and with attention to detail (troubleshooter)
2. Regularly monitors customer satisfaction and takes personal responsibility to ensure it
3. Proactively demonstrates sincerity and hospitality in all guest interactions
4. Follows through on customer inquiries, requests and complaints
5. Corrects problems promptly with a pro-active approach
6. Coordinates foreign language translations and assist all international guests
7. Proceeds in honoring requests for suite changes according to company policy
8. Provides information related to ports of call (concerts, theatre, exhibitors etc)
9. Assist with confirming / changing airline tickets
10. Provides special services / coordinates special requests
11. Social duties
12. Supervises and coordinates guest check-in
13. Supervises and coordinates suite inventory
14. Induct, train, coach, and lead crew to consistently superior levels of performance.
15. Determine and communicate standards of performance to employees
16. Fully implements the Performance Interview system and complies with the certification process
17. Complies fully with company procedures for talent management including the policies for promotion and transfer
18. Strives to create and maintain a positive work environment
19. Models excellent leadership behavior
20. Fosters teamwork and partnering within all departments on board
21. Complete Silver Service CD-room training.
22. Complete Silver C’s training.
23. Incorporate the five points of Silver C’s into daily contributions:
* Commitment : Mission, values, people development, continuous improvement.
* Character : Integrity, Attitude
* Competence : Technical, decision making.
* Conduct : Modeling, resolving conflict, personal discipline.
* Communication: Informing, listening, and engaging.

Financial
24. Trains and supervises staff to minimize breakage, loss and damage to equipment
25. Maximizes revenue and minimizes operating expenses without negatively affecting product to guest and crew
26. Participates in budget preparation as required by hotel Director
27. Requisition approval
28. Staff overtime approval and control
29. In charge of suite upgrades and cruise extensions

Processes & Procedures
30. Coordinates, organizes and supervises front office and bellman operation
31. Prepares necessary documentation needed for embarkation
32. Liaison between ship, agents and tour operators
33. Implements and maintains guidelines, procedures and training practices set by the Corporate office
34. Oversees scheduling of staff and assignment of duties
35. Maintains discipline and ensures that staff/crew are aware of and understands ship’s rules and regulations
36. Active and continuous communication with Hotel Director and other departments
37. Ensures flow of information to reception desk
38. Pro-active cooperation with Tour Office
39. Maintenance of Concierge manual
40. Preparation of cruise report on a cruise basis
41. Use vacation schedule as productive manpower tool
42. Undertake all other duties as requested by supervisor

Cleaning & Maintenance
43. Adheres to USPH and company cleaning and maintenance standards

Safety
44. Carry out assigned roles for crew and passenger safety drills.
45. Comply with the Company’s safety and pollution prevention regulations and operating procedures.


Responsibilities:
This position contributes to the Company’s Mission, values, and strategic priorities by implementing the principles of Aggressive Hospitality in the following areas:

* Providing guests with personalized service
* Training, coaching, and retaining qualified staff.
* Leading staff to superior levels of performance.
* Safe professional and personal practices
* Effective business processes.

In carrying out these responsibilities, the headwaiter undertakes duties in the four areas of the professional performance score card:

* Guest Experience
* Safety
* Silver C’s Leadership
* Business Processes

The corresponding duties in each of these performance areas are detailed below. Theses duties are undertaken within company policies, standards, and operating manuals, regulatory mandates.
Responsiblities:

This position contributes to the Company’s Mission, values, and strategic priorities by implementing the principles of Aggressive Hospitality in the following areas:

* Providing guests with personalized service
* Training, coaching, and retaining qualified staff.
* Leading staff to superior levels of performance.
* Safe professional and personal practices
* Effective business processes.

In carrying out these responsibilities, the headwaiter undertakes duties in the four areas of the professional performance score card:

* Guest Experience
* Safety
* Silver C’s Leadership
* Business Processes

The corresponding duties in each of these performance areas are detailed below. Theses duties are undertaken within company policies, standards, and operating manuals, regulatory mandates.
Education/Experience:

This position contributes to the Company’s Mission, values, and * Hospitality / travel industry education and experience
* 5+ years experience as concierge / receptionist in international 5-star establishment
* shipboard experience requires
Computer Skills:
MSWord, Excel. Outlook, Fidelio cruise
Language Requirement:
Fluent English plus one additional Minimum of 2 other languages of either German, French, Italian or Spanish.



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