Chief Concierge

**General Information**:

- Country/Region- Qatar- Province/City- Doha- Location- Rosewood Doha- Department- Rooms - Front Office- Job Type- Full-time Permanent**Job Summary**

Managing the operation of the Concierge team by assisting our guests with enthusiasm, efficiency and professionally always. Always maintaining Rosewood’s high standards of service and hospitality. Have a thorough knowledge of all Concierge operations, Doha events and attractions. Providing information and organizing training sessions for the team regularly. To continuously lead from the front and set exemplary standards. Crafting Memorable & Unique experiences to our decerning guests.

**Essential Duties and Responsibilities**
- Ensure a timely and seamless service when dealing with guest requests, providing proactive knowledgeable, engaged service to all guests.
- Seeking Innovation, creativity and personalization of concierge services and experiences offered to guests.
- Handling the Limousine Service operations and requests.
- Having strong relationships and contacts in the market to be able to provide firsthand experiences and access to Rosewood Doha Guests.
- Always being up to date with the latest trends and constantly updating and upgrading our guest experiences and journeys.
- Motivate and provide a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and manager, keeping morale high.
- Ensure Concierge on Duty is scheduled for each shift and adequate coverage is arranged for holiday periods. To cover Concierge shifts as and when required.
- Have a thorough knowledge of the Front Office systems, such as Opera, Knowcross, Alliants.
- At all times strive to represent Rosewood Doha in the most professional, courteous, and efficient manner.
- Managing the performance of the Concierge team, ensuring the team deliver the highest quality and Rosewood brand service standards to consistently meet and exceed all guest and VIP expectations.
- Communicate all new policies and procedures to all associates.
- Continuously strive for new thoughts and ideas to improve and strengthen the Concierge team, up-date standard operating procedures and implement them.
- Handle any guests’ problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through.
- Monitor associate’s appearance on a daily basis; ensure the correct dress code is adhered to at all times and to maintain the Concierge professional image.
- Always use the correct standard and etiquette when answering the telephone.
- Work together with the Director of Rooms, Director of Front of Huse and the Guest Experience Manager with regards to VIP’s and any special procedures which may be necessary.
- Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Be responsive to associates’ needs and problems; be firm, fair, and consistent in dealing with challenges.
- Liaise with the team on all group arrivals to ensure the rooming lists, accounting instructions and special requests are adhered to.
- Carry our spot checks on the Concierge team to ensure the Forbes, LQA and Rosewood brand standards are being adhered to.
- Promote the hotels facilities effectively.
- Take a lead role in the preparation of associate performance reviews/appraisals.
- Understand the structure and standards to ensure a smooth operation between Concierge, Guest Relations, and Front of House.
- Take an active role in daily handovers - contributing and communicating relevant issues.
- Respond to all guest requests in a prompt and courteous manner.
- Organize monthly departmental meetings with all the Concierge team.
- Attending training sessions both internal and external.
- Take an active role in recruitment for the Concierge team.
- Have a good knowledge of the duties and responsibilities.
- Report all disciplinary and grievance matters immediately to the Director of Front of House.

**Standard Responsibilities**
- Comply and adhere to the Rosewood company policies.
- Take on other tasks in addition to the ones stated, in a reasonable framework.
- Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.
- Model the company’s culture, vision, mission, and core values at all times.
- Appear as a role model to Concierge department.
- Report any usual occurrences and any concerns to the Director of Front of House.
- Identify departmental needs and collaborate with the Team In charge and the departmental trainer.
- Manage and oversee the levels of stationery required for Concierge, ensuring we do not run short and continuously planning ahead.
- Display hospitality skills when dealing with guests and associates.
- Effective scheduling based on forecast business.
- Coach and counsel associates when necessary.
- Ensure highes