Chief Concierge

**General Information**:

- Country/Region- Canada- Province/City- Vancouver, B.C.- Location- Rosewood Hotel Georgia- Department- Rooms - Front Office- Job Type- Full-time Permanent**OVERVIEW/BASIC FUNCTION**:

- Responsible for overall management and efficient functioning of the Concierge department.**RESPONSIBILITIES**:

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Manage day to day operation of concierge department through activities including, but not limited to staffing, payroll and scheduling.
- Actively respond to and satisfy guest requests and complaints in an efficient manner.
- Maintain accurate records of all guest request items through computer software.
- Receive and distribute all incoming and outgoing guest mail. Hold for arrival when necessary.
- Prepare, monitor and meet yearly and monthly budgets.
- Interview, select, counsel, and discipline staff in accordance with hotel philosophy and policies.
- Assist with development of all training-related materials and train Guest Service staff and all hotel employees in Guest Services procedures and local knowledge.
- Conduct meetings regularly within the department.
- Interact in courteous and professional manner with all guests, staff and community members.
- Respond in courteous, professional and rapid manner in order to resolve all guest and staff difficulties.
- Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
- Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving staff and guest complaints.
- Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
- Conduct shift briefings with the Front Office team on behalf of management.
- Attend management meetings including Operations and Rooms Division meetings.
- Support Sales & Marketing and Catering with needs of clients.
- Develop a network of local partners and cross-promote hotel.
- Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
- Support Guest Relations manager with VIP guests.
- Maintain clean and safe work area.
- Run Manager on Duty shifts during the morning or afternoon if needed.
- Promote up to date and pertinent information for hotel website, room packages and special media contributions.
- All other duties as required.

**QUALIFICATIONS**:

- **Experience**: Minimum two years’ experience as a Concierge for a luxury or ultra-luxury hotel; previous supervisory experience.
- **Education**: High school diploma.
- **General Skills**: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with mínimal supervision; maintain confidentiality of guest information and pertinent hotel data.
- **Technical Skills**: Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends; ability to manage by example; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; ability to maintain excellent relations with staff; ability to maintain staff and guest confidentiality at all times; ability to accept responsibility for actions of others; exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in (and lead when necessary) all departmental and hotel-wide meetings.
- **Language**:Required to speak, read and write English, with fluency in other languages preferred.
- **Physical Requirements**: Must be able to exert physical effort, endure various physical movements th