Assistant Chief Concierge

About the Role and Company

Located at the Banana Island Resort Doha by Anantara, this position is part of Minor Hotels, a global hospitality operator with over 530 properties across 50+ countries under various brands. As the Assistant Concierge Manager, you will uphold the Service Promise to guests by delivering excellent service guided by our brand standards. Your enthusiasm, positive attitude, and ability to achieve extraordinary guest experiences are key.

Key Responsibilities

• Supervise all daily activities of the Concierge department to ensure smooth operations.
• Lead, mentor, and direct the Concierge Agents team effectively.
• Adjust and approve team schedules in line with anticipated business needs.
• Provide constructive feedback and identify opportunities for coaching and training colleagues.
• Support and participate in training programs as needed.
• Ensure comprehensive knowledge among team members regarding hotel facilities, promotions, local events, and attractions to provide accurate guest information.
• Act as a hotel ambassador by facilitating unique and exceptional guest requests.
• Maintain an extensive network of local service providers to efficiently coordinate guest requirements.
• Keep brochures, city maps, and promotional materials readily available to guests.
• Manage guest requests related to dining, entertainment, tours, transportation, and other external services not offered by the hotel.
• Respond promptly and positively to guest inquiries.
• Track all Concierge endorsements and ensure their completion.
• Handle all luggage, messages, and parcels promptly and efficiently.
• Maintain transparency and responsibility in financial matters, controlling costs and adhering to financial policies.
• Manage accurate documentation and filing of transactional receipts.
• Oversee all Concierge activities ensuring alignment with company interests.
• Monitor the proper use of hotel systems and equipment.
• Promote and maintain a safe and service-oriented workplace environment.
• Adhere strictly to departmental Standard Operating Procedures (SOPs) and safety guidelines.
• Market hotel services, offers, facilities, and their operational times to guests.
• Perform additional duties as assigned.

Required Qualifications and Skills

• A genuine passion for delivering outstanding guest service.
• Excellent verbal and written communication skills, alongside strong interpersonal and leadership abilities.
• Well-organized, results-driven, and capable of remaining flexible and composed under pressure.
• Strong problem-solving skills and ability to handle multiple guest requests.
• Highly reliable and responsible with integrity.
• Fluency in English is mandatory; proficiency in a second language is preferable.
• Membership in Les Clefs D'Or is required.
• Minimum one year of proven supervisory experience in a customer service environment.
• Proficiency in Microsoft Windows applications such as Word, Excel, and PowerPoint.
• Ability to work collaboratively within a team setting.
• Demonstrated capacity to focus on guest needs with calmness and courtesy under all circumstances.