Concierge Manager

Ocean House•Westerly, RI

About The Position

Ocean House Concierge Manager A Collection Unlike Any Other The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 20 Signature Suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience. Scope of Position The Assistant Chef Concierge organizes and manages the responsibilities of the concierge department’s on-property services and communication to maximize guest satisfaction. The Assistant Chef Concierge is responsible for managing our guest’s itineraries and bookings throughout their visit. They will also be responsible for the effective leadership and training of the concierge team to achieve Forbes Five-Star standards and exceed our guest’s expectations. The primary focus is to navigate incoming guests requests as well as those requests that are generated once the guests are on property. This includes the effective input of data into Maestro, OpenTable, and Alice programs to help form a presentable itinerary for the guest’s viewing. As the leader of the department, Chef Concierge is responsible for managing all vendor relations, communications, and agreements. Schedule Requirements The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all exempt staff may be required to work extended shifts and additional days based on business demands. Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles. Travel may be required and may include some overnight stays. All exempt team members should be responsible for scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays. All exempt staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Requirements

Bachelor's degree preferred; at least 3 years of supervisory work and work as a concierge
Must have experience managing and developing staff.
Experience in the luxury hospitality industry is necessary and experience in a five-star environment is preferred.
A member of Les Clefs d’Or is required
Skill in organizing resources and establishing priorities.
Ability to handle multiple, simultaneous tasks and projects effectively and efficiently.
Ability to supervise and train staff, to include organizing, prioritizing, and scheduling work assignments.
Staff development and performance management skills.
Knowledge of office management principles and procedures.
Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
Ability to communicate with all departments and continuously perform essential job functions.
Be willing to learn and grow professionally; accept and supports change to policies & procedures as needed.
Fluency in English both verbally and in writing
Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
Uphold the Company standards, policies, and procedures.
Prioritize and organize tasks and work area.
Ability to remain calm and resolve problems using good judgement as interpreted by the management.
Follow directions.
Work cohesively with co-workers as part of a team.
Maintain confidentiality of guest/staff information and pertinent hotel data.
Luxury hotel operations experience preferred.

Responsibilities

Oversee daily operations of the Concierge Team, including participation in desk operations
Supervisory tasks including managing the Concierge team performance, preparing weekly schedules, training and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing butler reports and payroll.
Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
Supervise the individual performance of the staff by taking appropriate corrective action to address deficient conditions, behavior, and work performance.
Assist as MOD when needed
Responsible for negotiating contracts, including commission structure for contracted activities by third party vendors
Responsible for ensuring that the Forbes Travel Guide 5-star service standards are met by all contracted third parties providing service to our guests.
Performs regular pulse checks and pursues coaching opportunities to ensure success of the individuals on the team.
Exhibit complete knowledge of the local and regional area, including but not limited to, restaurants, museums, events, shopping, places of worship, and nature preserves.
Works closely with events team to ensure our guests are notified of upcoming activities and programming.
Manage the data and processes of many Alice functions, including, but not limited to, itineraries, guest requests, vendor information.
Master’s Open Table
Completes staff reviews & all HR related items in a timely fashion.
Processes all invoices to ensure our vendors are being paid for their services
Tracks and submits all commission
Represent the Company with a positive attitude and professional presentation.
Follow sustainability guidelines and practices related to the Company’s sustainability programs.
Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.