Chief Concierge

Cape Town, South Africa Posted on 03/09/2026

To ensure the smooth and efficientoperation of the Concierge department and co-ordinate with various otherdepartments in order to ensure personalised, prompt and flawless service to allguests. The position will also act as a 'One Point Contact' for all in-houseguests, in case of guest requests, complaints or any other feedback.

To lead and c reatea work environment that is high in employee morale and provides constantlearning & development and use the feedback from Employee SatisfactionSurvey to draw an action plan.

Develop systems andprocedures that achieve higher cost efficiency and guest satisfaction.

Recruitment andPerformance Appraisal/Management all associates in the department.

Ensureand manage an efficient Concierge department / service / front drive.

Control and directthe concierge team including bell desk, porters, limo drivers and car valetwithin the framework as defined in the organization chart.

Be well versed inthe events, happenings in and around the city.

Be well connected tokey restaurants, venues, and contacts in airlines, theatres and other leisureoutlets for last minute guest requests.

Ensure thatassistance is being provided at all times to all customers and guests and theirstay (making reservations, booking tours, checking guests in online for theirflights)

Provide fast,courteous and professional service to both guests and customers of the hotel.

Maintain and controlthe use of the arrival and departure luggage room, ensuring that luggage isproperly stored and labelled at all times.

Arrange and prepareinformation on Special Events or Hotel Services to be bulletined.

Ensure that allequipment within the section is properly maintained and in good workingcondition at all times i.e. Trolleys, the disabled lift, etc.

Assist inidentifying training needs, develop training plans and implement trainingsessions for all associates within the section on a regular basis.

Maintain appropriatestandards of conduct, dress, hygiene, uniform, appearance and posturethroughout the section.

Ensure dailydeparting time of due-out guests and arrange for taxis, shuttle arrangementsand limousine services to the airport if required.

Co-ordinate VIParrivals and departures.

Monitor theConcierge team and ensure that they are engaged in their daily duties -greeting of guests at entrance, carrying luggage, rooming of guests, dailydirectory postings, and transfer arrangements.

Look into themaintenance of all luggage / bell trolleys to ensure that they are in goodworking order.

Ensure that all workareas are neat and tidy at all time.

The ability toassist in the reconciliation of charges originating from the Concierge Desk(i.e., limousines, car rentals, flowers, tours).

Ensure a smoothworking relationship between the Bell Service and all other departments of thehotel.

Duty Managementshifts.

Manning of the frontdrive area making sure that parking is blocked off when needed.

Scheduling ofassociates based on operational requirements and ensuring that all areas aresufficiently covered.

The concierge mustmake an effort to develop relationships with restaurants and tour operators inorder to facilitate the fulfilment of guests' requests.

Ensure that allassociates are well versed on services & recommendations for activitiesinside & outside the hotel by actively planning & promotingeducationals.

To ensure all service providers complieswith the hotel Standards and agreed Service Level agreements.

Ensuresthat you work in a safe manner that does not harm or injure self or others.

Tobe involved with Health & Safety within the department. Ensuring compliancewithin the department and that Health & Safety directives are carried out.

Anticipatepossible and probable hazards and conditions and either correct them or takeaction to prevent them from happening.

Ensurethat the highest standards of personal hygiene, dress, uniform, appearance,body language and conduct maintained.

Continuouslyendeavour to improve the department's efficient operation, and knowledge of ownjob function.

Ensures effectiveimplementation of the Code of Conduct at all times.

Efficientimplementation of all work related instructions given by the superiors /management.

3-4 years in a similar position incomparable hotels

Graduates from reputed hotel managementschools