Job Purpose:

Ensures complete satisfaction of Guests during their experience at The Peninsula, by providing accurate information and services which will meet and exceed our guest expectation. Performs the supervision of the Concierge department in the absence of the Chief Concierge and Assistant Chief Concierge to ensure consistency in delivering service according to our Guests’ expectations.

Key Responsibilities:

Concierge Desk Operation Management and Planning

• Assists the Chief Concierge and Assistant Chief Concierge in implementing and maintaining The Peninsula Standards throughout the department
• Assists the Chief Concierge and Assistant Chief Concierge with the implementation of Forbes & LQA action plans for the service delivery objectives in order to meet our Guests’ expectations
• Greets consistently and professionally our Guests to provide a warm welcome enhancing our reputation for excellence
• Assists the Chief Concierge and Assistant Chief Concierge in ensuring that all information provided to our Guests or to other members of the team is accurate and constantly updated
• Hands-on approach to operations and should constantly strive to innovate new ideas to enhance our service product and updates the ever-changing information on the hotspots and things to do in Hong Kong 

Guest Services

• Ensures full satisfaction of guests during their experience at The Peninsula by providing information and services in order to meet and exceed guests’ expectations
• Checks the arrival and departure reports for a better handling and anticipation of guests’ needs
• Greets consistently and professionally to our guests to provide a warm welcoming experience
• Handles all guests’ enquiries in person, by telephone and via email 

Transportation Arrangement

• Arranges flight tickets, flight reconfirmation, on-line check in and flight schedule updates for our guests
• Arranges transportation according to guest needs including hotel limousine and other fleet from contract-out agent
• Provide MINI Clubman service to specified hotel guests 

Mail & Parcel Handling

• Handles all incoming couriers and mails on behalf of our guests in a prompt and efficient manner
• Assists in providing mailing services to our guests including postcards/ letters, speedpost/ air / surface mail through Hong Kong Post, FedEx and DHL 

Job Requirement: 

• Diploma or Degree Holder, preferable in Hotel Management
• At least three years of related experience in the hotel industry
• Excellent verbal and written English, Cantonese and Mandarin
• Good knowledge in using Microsoft Office applications and Opera
• Other Requirement: Member of Les Clef d’Or