Chief Concierge

Fairmont Nanjing

Location: CN - Nanjing

10/11/16 17:30
Employer
Job Details
Chief Concierge

Hotel Overview: Situated on the south bank of the Yangtze River, Nanjing is a cultural and commercial metropolis and the hotel will be part of a new residential and commercial development in the ever-expanding city. The hotel will feature 359 spacious guestrooms and suites and guests will enjoy a variety of restaurants and bars as well as a 1,800 square meter Willow Stream Spa, pool and fitness facilities, as well as 1,300 square meters of function and meeting space.

Summary of Responsibilities:

Reporting to the Front Office Manager, the Front Office Training Manager will be instrumental in representing and implementing Rooms Division policies and procedures, Fairmont President’s Club training courses, as well as Property Management system standards (including, but not limited to Property Manager, MFR, IConcierge, Royal Service, MyFairmont.com email) for the Front Office Department. In addition, this role will be responsible for the evaluation and identification of training needs (based on standards gap analysis, J.D Power feedback, etc.), coordination of schedules as well as developing, updating, facilitating, and coordination of training materials.

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To train and refresh Guest Services, Business Centre, Royal Service, Front Office and Fairmont Gold staff in all new systems introduced by Hotel or Corporate office

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Ensure that all Rooms Division staff are trained in the FHR Policies and procedures and department initiatives

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Train & communicate Fairmont President’s Club guest loyalty program details, procedures and ensure seamless service delivery

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Observe, evaluate and make recommendations on service improvements

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Create & execute action plans and future steps

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Establish on-going training procedures and standards for new hires and corrective training

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Create and develop training materials and programs to meet the needs of the Front Office Department

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Coordinate training schedules, programs and room set up requirements for all Front Office training programs

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Support company and hotel policies and procedures including the promotion and participation in Colleague Opinion Survey, Health & Safety and Guest Service initiatives

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To calendar training sessions for all new colleagues in line with their arrival and orientation

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To calendar and liaise with Leaders, the training and refresher training of all existing colleagues with the mindset that this program will continue in the future on a regular basis

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To test and audit all trained staff on a regular basis and maintain, with the Rooms Administrative Assistant, training files for all

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To assist the Front Office Manager with hotel audits

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To assist in the building of an efficient team of colleagues by taking active interest in their welfare, safety and development

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Provide regular updates to the Front Office Manager and Director of Rooms for all Front Office Departmental Trainings and Audit results

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Perform any other related duties assigned to him/her by the Front Office Manager

Qualifications:

* Proven ability to converse with Guests in a confident and friendly manner to deliver a luxury hotel experience

* Ability to motivate and inspire others

* Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

* Advanced knowledge of Property Management System (Micros-Fidelio)

* Enthusiastic team player, with strong self initiative and ability to work to deadlines

* Excellent interpersonal and organizational skills; written and verbal communication and presentation skills

* Strong leadership skills

* Front Office experience preferred

* Exceptional interpersonal and communications skills

* Strong in English and Mandarin both written and verbal

Visa Requirements: Must be legally eligible to work in China.