At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.
Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.
Job Summary Under the leadership of the Head Concierge and direction of the Front Office Manager, and within the limits of the hotel's policies and procedures, ensures that departmental procedures and standards are maintained and all guests receive prompt, cordial and efficient attention and service. The Assistant Head Concierge must have extensive knowledge on the immediate area and must be resourceful. Key Duties and Responsibilities Lead by example in the duties and responsibilities of the Concierge Department.Assist in the investigation of guest complaints and queries.Report any improper behavior and lack of work performance to the Head Concierge.Room guests when necessary.Take responsibility for duties of the desk as well as your own.Assist the Head Concierge with any difficulties they might encounter in performing their duties.Ensure that Concierge performs up to standard and that delegated duties are timeously performed.Keep the Concierge work area clean and tidy.Ensure necessary brochures and maps are available on the desk.Complete the Room Drop, Collections and Key register correctly and ensure it is signed on collection.Reply to all e-mails received within 12 hours and file them correctly.Be meticulous in completing the daily check-list and ensure it is done during shift handover.Take ownership of the daily handover ensuring all items are followed up on a regular basis.Assist with the weekly newspaper order considering the weekly forecast.Assist in the training and documenting of training within the department.Assist the Head Concierge with updating the department's SOP.Assist in updating training documents.Identify training needs within the department and communicate this to the Head Concierge.Sign in and out of the Porters, monitor their daily operation and report any irregular behavior.Ensure all guest itinerary bookings are transferred to the Concierge diary and profiled in Opera, and emailed to appropriate departments.Assist with site inspections and show-rounds as required.In the absence of the Front Office Manager and Head Concierge, attend the Forecast and Rooms Division Meeting.General and Other Duties The above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The Job Description may be subject to review from time to time.The employee will be required to perform similar duties or tasks in any area of the hotel as may be designated by Management.The employee will be required to attend training courses as required and continually strive for the improvement of their knowledge and skills.The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and ensure participation in fire and emergency drills.The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.The employee will be required to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet the hotel's requirements and do not detract from the desired image of the hotel.The employee will be required to render the highest level of courtesy and service to hotel guests even where such service may extend beyond the main duties or scope of this position.Interpersonal Relationships Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.Employee differences or disputes are settled quietly, away from other employees and guests.Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect.Management is kept informed about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisors when necessary.Instructions from management are treated constructively and acted upon.Education or Certification Must be computer literate, knowledge of MS Office and Opera is essential.Must be able to work well under pressure and be able to multi-task.Must have experience as an Assistant Head Concierge in a five-star environment for a minimum of 2 years.Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential.Must have the ability to satisfactorily communicate in English with guests, co-workers and management.European language skills will be advantageous.Business or Management qualifications are desirable.Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
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