Job Description

REQ14327 Supervisor, Concierge (Open)

The Supervisor, Concierge supports and assists the Senior Manager, Hotel Security with the operations of security concierge staff entrance, to ensure efficient service is provided to visiting Contractors, secure Heart of House entry protocols are maintained, a high level of effective support is provided to all departments and high level of customer service is provided to customers. The Supervisor, Concierge will also assist the Senior Manager, Hotel Security in the development & Implementation of effective procedures and training of staff in these procedures.

PRIMARY RESPONSIBILITIES:

1. Assists the Senior Manager, Hotel Security in leading the Security Concierge and Loading Dock Teams, to allocate responsibilities and to monitor the performance of Security Concierge and loading dock employees.
2. Conducts training of Security Concierge and Loading Dock personnel to provide a qualitative point of service for all internal/external guests of the Property; provides training and support to both teams in required systems and related policies/procedures.
3. Directly supervises Heart of House access by the staff, pass management; production and distribution of staff IDs, visitor and staff passes; management of staff lockers; accountability of Lost and Found items and loading dock operations.
4. Monitors customer service of staff and coaches them where necessary to enhance customer service quality.
5. Plans and carries out workplace administration, complete reports and functions associated with reports.
6. Reviews standards recommends improvements where applicable and implement approved changes.
7. Coordinates emergency situations to Operations Manager, Security.
8. Manages incidents in a discreet and confidential manner appropriate to the situation and maintain a professional image.
9. Monitors all security procedures under the direction of Senior Manager, Hotel Security.

10. Performs the function of an Officer, Security Concierge as required.
11. Performs other task that may be assigned from time to time by Director of Security and/or delegated Senior Manager, Hotel Security.

KEY PERFORMANCE INDICATORS:

1. Seamless delivery of the Security Concierge systems and responsibilities.
2. Concise administration and accountability of Security Concierge procedures and passes.
3. Ensure no unauthorized access to building via Staff Entry.
4. Ensure no unauthorized removal of company or staff property via Staff Entry.
5. Achieve KPO’s and implement strategies as identified in the Business Plan.
6. Department and Company policies and procedures are adhered to.
7. Performance and succession criteria are met.
8. Collection, Analyzing & Organizing Information.
9. Communicating Ideas and Information.
10. Planning & Organizing Activities.
11. Solving Problems.
12. Cultural Understanding.

QUALIFICATIONS:

I. Experience

1. Minimum of 2 years’ experience in Security Concierge of an Integrated Resort as a Supervisor or 3 years of experience as Concierge Officer or Acting Supervisor role.
2. Knowledge of Security systems is required.
3. Experience in Customers Service and/or Security Officer’s duties.

II. Education

Tertiary Level is Preferred.

III. Skills / Competencies

1. Displays high commitment to delivering and improving customer service.
2. Approachable; demonstrate teamwork; encourages people to work as a team.
3. Leads to others to achieve business objectives.
4. Communicates effectively; verbal and written English is essential.
5. Achieves agreed objectives and accepts accountability for results.
6. Displays a high level of integrity.
7. Self-motivated; ability to maintain discretion.
8. Knowledge of computer system applications such as Word, Excel essential.