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Asst Chief Concierge

Bvlgari Hotel Tokyo
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Job Description

 

※This position requires business level Japanese and English 

Organization Description

  Developed in partnership with jeweler and luxury products designer Bvgari, our select Bvlgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. 

Job Description

 

ChiefOrganization Description

 

Developed in partnership with jeweler and luxury products designer Bvlgari, our select Bvlgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bvlgari brand. 

 

Job Description

 

 

PLACE OF WORK: Public Area, Lobby Concierge, Guest Rooms, Guest Hallways.
JOB OVERVIEW: A Leadership role responsible for the Concierge Department and all Rooms Managers in the successful ownership and operational execution of Lobby Concierge. Responsible for entire hotel guests in providing radiant and graceful service to the Colleague of the respective departments and maintaining a sense of urgency in handling all related matters.

REPORTS TO:

KEY-

RELATIONSHIPS:

 Director of Rooms
Internal:

Rooms Executive, Guest experience and Lobby Concierge Staff, Door Staff, Bell Staff, Front Office Staff, F&B Staff, Payroll Master, Human Resources Director,

Engineering Office, Sales Managers, Conference Services/ Catering Manager, Destination Services Department, Quality Director, Accounting Department, Guest Relations Department.
External: Hotel Guests and Visitors, Limousine Services, Car Rental Companies, Golf Clubs, Local Restaurants and activities.

STANDARD

SPECIFICATIONS:

QUALIFICATIONS:

 Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
Some requirements may exclude individuals who pose a direct threat or significant risk to the health and/or safety of themselves, other employees or guests.

 

Essential:

 

 

Desirable:

 
  1. High School Graduate
  2. Minimum of 1 year experience in Rooms Division position.       
  3. Satisfactory communication in English with guests, management, staff, co-workers to their understanding.
  4. Ability to provide legible communications
  5. Ability to compute basic mathematical calculations

Knowledge of effective office organizational practices

Ability to maintain strict confidentiality
  1. Previous experience in a 5 star property
  2. Forecast and Payroll Certified
  3. College Graduate
  4. Fluent in foreign languages
  5. Notary Public

 

SKILLS:

 

Essential:

 

  1. Ability to ensure compliance with hotel standards, policies and procedures with self and staff
  2. Ability to prioritize and organize work assignments
  3. Ability to be a clear thinker, analyze and resolve problems, and exercise good judgment.
  4. Ability to direct the performance of assigned staff and follow up with coaching and guidance to praise or make corrections.
  5. Ability to motivate assigned staff and maintain a cohesive team.
  6. Ability to ascertain staff training needs and provide such training.
  7. Ability to focus attention on details.
  8. Ability to develop strong, productive, professional relationships with internal and external guests.
  9. Ability to exert physical effort in transporting equipment and perform job duties
  10. Ability to endure abundant physical movements in carrying out job duties
  11. Ability to ensure security and confidentiality of guest and hotel information and materials.
  12. Ability to work without direct supervision and provide immediate follow-up.
  13. Ability to practice detailed standardized accounting procedures to protect the assets of the hotel. 14) Computer Literate

 

Desirable:

 

  1. Previous Time Management Training
  2. Previous Staff Development Training
  3. Previous Employee Appraisal Training

 

ESSENTIAL JOB FUNCTIONS:

  1. To take complete ownership and accountability of all daily planning and preparation.
  2. To take ownership, "stewardship" position within the departments and hotel to ensure operational excellence.
  3. To know, comply with, and enforce all hotel and departmental standards, policies, and procedures.
  4. To assist in the writing of additional standards, policies, and procedures for the departments.
  5. Promotes and supports effective departmental and hotel communication through the use of phones, voice mail, pagers, radios, written correspondence, and verbal communication. To respond to all pages and messages promptly.
  6. Promotes and maintains effective, confidential, secure record keeping
  7. Maintains complete knowledge of proper forecasting and scheduling as well as complete, accurate, and timely payroll procedures
  8. Coordinate guest requests with designated vendors according to departmental standards, to include:
    1. Room accommodations.
    2. Airline reservations, changes, cancellations.
    3. Transportation from hotel to airport and return.
    4. Bus/train information.
    5. Limousine reservations.
    6. Car rentals.
    7. Car repair and servicing.
    8. Charter flights/rentals.
    9. Babysitting services.
    10. Banking/financial services.
    11. Business center services/fax or telex services/mailing and delivery services.
    12. Interpretation services.
       

 

  1.  
    1. In room massage reservations
    2. Notary services.
    3. Restaurant reservations, nightclub activities.
    4. Dry cleaning, laundry, alterations, repairs.
    5. Film processing.
    6. Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities.
    7. Formal wear rentals.
    8. Flowers.
    9. Salon appointments.
  2.  
    1. Shoe shines.
  3.  
    1. Shopping services.
  4.  
    1. Movie/theater/attractions tickets.
  5.  
    1. Sightseeing tours.
    2. Medical services.
    3. Religious services.
  6. Maintains complete working knowledge of:
    1. Daily house-count, arrivals/departures, V.I.P.'s, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
    2. Correct use and maintenance of equipment
    3. All department policies and service procedures
  7. Attends, helps, participates or leads all meetings prescribed by the Director of Rooms.
  8. Assists and completes schedule, making all necessary copies, and posting all necessary sheets or communications.
  9. Prepares late/absent forms to communicate with staff.
  10. Prepares written progressive disciplinary communications to share with staff members.
  11. Prepares written information to be submitted on a regular basis in the "Commitment to Excellence".
  12. Ensures a weekly supply requisition for items, respective to their departments is submitted to the Director of Rooms.
  13. Delegates specific primary duties and side-duties to respective staff members and follow up with coaching, praise, or guidance.
  14. Prepares holidays and month-end recaps in a timely manner.
  15. Ensures and coordinates break for all assigned staff members.
  16. Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
  17. Greet warmly and graciously, anticipate of guests needs throughout their stay, and express genuine gratitude.
  18. Anticipates the needs of guests and directs the staff in complying with those needs. Observe guest reactions and confer frequently with service staff to ensure guests' satisfaction.
  19. Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to the departmental standards and rectify any deficiencies with respective personnel.
  20. Assists the Lobby concierge with their job functions to ensure optimum service to guests.
  21. Promotes positive internal and external guest relations at all times. Foster and promote a cooperative working environment, maximizing productivity and employee morale.
  22. Ensures that all side duties for staff are properly completed before staff is allowed to sign out or leave.
  23. Conducts or assists training of staff as assigned.
  24. Provides feedback on staff performance. Report disciplinary problems to hotel manager and participate in the counseling of employees.
  25. Writes and conducts assigned employee appraisal/evaluations in accordance with established hotel policies.
  26. Performs any required office work prior to day beginning and after staff have left their areas.
  27. Performs walk-through of all areas before, during, and after operation to ensure uncompromising levels of cleanliness are achieved and to ensure all standards are met.
  28. Maintaining inventory and tracking of all equipment
  29. Calls or assists VIP on their first day to insure all their requests and needs are met, as well as ask their preferences for time of service.

 

 

SECONDARY JOB FUNCTIONS:

  1. Assists in completing the duties of the Lobby Concierge and Front of house staff.
  2. Assists the hotel in providing lateral service to departments in need. 3) Performing ownership duties of public areas as assigned.

 

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.