Job Description Job Title: Senior Concierge Department: Concierge Inspired and supported by: Head Concierge Your purpose will be: To lead and develop the Concierge team. To proactively and reactively provide all guests with information and advice on internal and external facilities and activities. To develop and maintain excelled service standards with a guest centric focus and fostering strong relationships with hotel-wide departments. You will be accountable for: Responsible for the Concierge operation on a day-to-day basis ensuring all operating standards are in place and colleagues are well briefed. Develop and maintain a network with other Concierges in the other 5 star luxury properties and key destinations relative to guests’ needs. Responsible for training and development of all colleagues within the Concierge team, working closely with the departmental trainer. Work closely with the Assistant Head Concierge to ensure a seamless experience for all guests from pre-arrival through to post stay. Provide follow up for any guest issues and ensure issues are addressed to avoid any future recurrences. To maintain and develop excellent and consistent service standards always with a guest centric focus. Perform an active role in the hotel operations as a key member of the leadership team, working effectively to achieve business targets. Build and maintain transparent relationships with external partners which ensure the best possible service for our guests. Responsible for Concierge scheduling. To check in detail each day’s arrivals list for VIPs, celebrities and regular guests, ensuring they have their requested accommodation and special services checked and receive complimentary items as ordered and on time. To assist in maintaining an updated Standards Training Manual and associated resource materials. To perform other duties as required by Management, relating to the operation of the hotel. Assists in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Assures that all financial and credit procedures are followed. Follows up on credit problems with Front management and/or Credit Manager. To ensure all information regarding guest itineraries and any other relevant information is communicated clearly to enhance the guest experience To identify and act upon opportunities whereby the Concierge team can proactively enhance the guest experience by providing additional and anticipatory services Establish, collate and keep updated a structured database of information for all possible guest enquiries. Overseeing all invoicing and payments relating to the department Facilitating interdepartmental relationships to exceed guest experience Constant research of local and central places of interest; coaching and networking the team. Planning all staff holidays within the department to ensure effective planning of staff holidays and lieu time. Train the Trainer: focusing on standards and procedures, coaching, mentoring and performing quality control To maximise revenue through initiating up selling skills of the team and ensure product knowledge of the facilities, services and amenities of the hotel, as well as creating new business cases to maximise revenue Marketing of the Concierge Services