Tylney Hall, Rotherwick, Hook, now has an exciting opportunity available for a Deputy Head Concierge to join our Concierge Team

Overview:

To ensure that guests receive the warmest welcome, and that they feel safe and looked after from arrival to departure while experiencing traditional hospitality in the four red star environment of a country house.

 

Key Responsibilities:

 

To ensure guests arriving and leaving the building are greeted and helped in a professional, courteous way

 

To oversee the smooth running of the car parking areas, organise valeting, and reserve parking areas where necessary

 

To act in a pro-active efficient way when handling and storing luggage from arriving guests as well as those leaving and take responsibility for the safety and retrieval of that luggage.

 

To ensure the Hall Porter is aware of and has sufficient local knowledge to be able to provide information about local transport, entertainment and leisure

 

To ensure the day Hall Porter is aware each day of the in-house activities, conferences and functions taking place in the hotel

 

To respond promptly and professionally to guest enquiries, complaints and compliments and liaise with Head of Department.

 

 

Communication, Planning and Organisation

 

To ensure that all departmental staff have read, understood and signed all current operating procedures (SOP's).

In the absence of the Head Concierge to hold periodic meetings with all staff members to keep them informed of events at Tylney Hall Hotel and the Elite Hotels Group.

In the absence of the Head Concierge to attend monthly HOD Meetings and exchange relevant information with other departments. In the absence of the Head Concierge attend the daily morning meetings and feed back information to staff.

In the absence of Head Concierge to ensure that any guest requests or complaints which the Hall Porter cannot deal with are dealt with immediately or reported to the Duty Manager.

To maintain the concierge service to a high level of visibility and attendance to ensure that every requirement of a guest is checked, monitored and implemented to ensure that the highest level four red star service is consistently maintained.

To ensure appropriate staffing levels through efficient rostering, in the absence of the Head Concierge

Ensure the function details are read, understood and up dates noted.

To adhere to the requirement of data protection and storage of data in line with company policy.

Make regular frequent checks of all public areas to monitor guest activity to ensure standards are maintained.

To have a comprehensive awareness and understanding of our service standards and an understanding of how attitude and performance are linked to the overall success of the Hotel.

 

To ensure that his/her product knowledge is continually updated to ensure that all guests are made aware of promotional events, services and products so that upselling opportunities are maximised.

 

 

Hospitality & Service

 

To ensure guest arriving and leaving the building are greeted and helped in a professional, courteous way.

 

To oversee the smooth running of the car parking areas, organise valeting, and reserve parking areas where necessary.

 

To act in a pro-active efficient way when handling and storing luggage from arriving guests as well as those leaving.

 

To ensure the concierge and door staff possesses sufficient local knowledge to be able to provide information about local transport, entertainment and leisure.

 

 

Health & Safety

 

To ensure that all departmental staff understand and comply with the hotel's Health and Safety Regulations, Fire precautions and Evacuation procedures.

 

Carry out Risk Assessment and COSHH training for new employees for new employees and update risk assessments regularly.

 

To ensure that Concierge and door staff adhere to safe handling procedures

 

Make regular frequent checks of all public areas to monitor guest activity and report any potentially suspicious behaviour to the Duty Manager

 

To attend regular health and safety meetings, carry out monthly formal hazard spots and keep departmental Health and Safety file updated

 

 

Training

 

To perform departmental induction training for new employees to ensure rapid integration into the department, and that they understand the culture and values of the hotel

 

In consultation with the Head Concierge provide a structured induction training for new employees and to monitor their progress during their probationary period

 

To develop staff to enable them to reach their full potential by continuously monitoring their performance and training/re-training, encourage cross training and multi-tasking

 

In consultation with the Head Concierge, identify training needs and ways to improve performance standards.

 

To attend training courses when arranged for you by the P&D department and to ensure that staff when scheduled to attend training courses are rostered to enable them to attend.

 

To adhere to the hotel's disciplinary procedures and to treat staff in an open and fair way and at all times with respect.

 

 

Benefits

 

You will be working in one of the country's foremost heritage hotels and one of the AA's Top 200 Hotels in the UK and Ireland; we are proud members of Small Luxury Hotels of the World and Condé Nast Johansens.

 

 

As an Investors In People accredited employer, Elite Hotels offer a wide range of benefits to our employees along with excellent training, development and progression opportunities. Benefits include:

 

Company personal contributory pension scheme;

 

Private Health Care ( subject to qualifying criteria);

 

Quality uniforms provided and laundered;

 

Free car parking;

 

A share in the Company Gratuities scheme which is performance driven by you and your colleagues;

 

Meals on duty compliments of the Chef;

 

A childcare voucher scheme;

 

Our reward and recognition scheme (GEM's) Investors in People accreditation;

 

Fantastic Company discounts and reduced rates for employees and family members across all four of our stunning hotels;

 

An Employee Assistance programme.