Job Description: • Supervise all concierge colleagues while on shift duties • To develop colleagues knowledge through training on the job and coaching • To be involved in Appraisals for all Concierge Agents • Ensure that the Concierge Desk information is always up-to-date • Deputize for the Assistant Chef Concierge in his/her absence • Ensures the smooth and orderly running of Concierge counter • To audit and monitor individual performances of colleagues and ensure that Performance Log of colleagues is up to date • Ensure that there is proper reception of guests arriving by limousine/car at the entrance of the hotel • Cooperate with the Cashier and Reception Desk for swift removal of luggage from rooms and ensure that guests have settled their bills before departure • Check smartness of dress, hygiene and punctuality of subordinates • Prepare duty rosters and training plans for Concierge team according to business needs • To ensure team members vacation are taken according to business needs • Ensure that guests are always satisfied with our service and provide as much assistance as possible • Maintain an enthusiastic approach to all guest’s and colleague’s requests • To coordinate the operation during the shift: assist with colleagues to take their meal break, assist baggage team if a group is arriving, etc • Ensure team colleagues are aware of arrivals of VIPs as well as regular customers • Assist with daily duties at the counter for new colleagues and junior team members • To handle and recover guests complaints. To file reports and create logs accordingly. To investigate auditor’s comments or other guest feedback for on-going improvements • Provide information to guests and visitors regarding the hotel facilities and local restaurants, events and attractions • Make arrangements for dining, entertainment, recreation, tours, health and beauty services, transportation, cultural activities, shopping, and other services. Keep accurate records of all arrangements made • Monitor guest supplies and tourist information; ensuring adequate stocked according to the operational needs • Draw up suitable procedures for subordinates when necessary • Report special requests, accidents, complaints and unsafe work conditions or security to Bell Captains • To train new Concierge Agents and Trainees according to Departmental SOP’s and service standards • Perform any other reasonable duties as required by the department head from time to time Job Requirement: • High school graduated or above • Minimum 2 years’ experience in related field is an advantage • Excellent verbal and written communication in English, ideally fluent in Cantonese and Mandarin • Able to multi-task and work in a fast-paced environment • Strong customer service orientation and attention to details • Strong organization skills • Good computer and system skills • Must be able to work on shift Interested parties, please apply via: • Email the detailed resume to careers@sjmresorts.com • Recruitment Hotline 89820288 / 68827117