Concierge Experience Manager

1 week ago


Dubai, Dubai, United Arab Emirates Four Seasons Hotels And Resorts Full time
Responsibilities:
  • Supervise the Concierge, Guest Services, and Guest Experience teams to ensure efficient arrival and departure processes, accurate handling of luggage, and prompt follow-up on guest requests.
  • Cover Duty Manager shifts in absence to maintain operational continuity.
  • Provide accurate information to guests in a courteous manner; fulfill all reasonable guest requests or requirements; anticipate guests' needs to exceed their expectations.
  • Take messages for in-house or arriving guests according to established procedures, emphasizing accuracy and timely follow-up.
  • Handle incoming and outgoing mail, telexes, packages, and faxes with precision and attention to detail.
  • Familiarize yourself with available city activities (theater, arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours) and establish close contacts for providing information, ticketing, and reservations for guests.
  • Recite all hotel services, hours of operation, key personnel, and hotel policies accurately.
  • Maintain open communication channels with the Assistant Director of Rooms, Front Office Manager, and senior management regarding any guest problems or complaints and actions taken.
  • Ensure the Concierge Desk and storage areas remain organized; direct bell and door staff in maintaining the front entrance and lobby.
  • Assist in the reconciliation of charges originating from the Concierge Desk (limousines, car rentals, flowers, tours).
  • Collaborate with Valet Parking staff to ensure smooth handling of guests and patron vehicles.
  • Work closely with bell attendants to ensure efficient handling of guest luggage, message delivery, and/or special requests.

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