Country/Region

Qatar

Province/City

Doha

Location

Rosewood Doha

Department

Rooms - Front Office

Job Type

Full-time Permanent

Job Summary
Managing the operation of the Concierge team by assisting our guests with enthusiasm, efficiency and professionally always. Always maintaining Rosewood’s high standards of service and hospitality. Have a thorough knowledge of all Concierge operations, Doha events and attractions. Providing information and organizing training sessions for the team regularly. To continuously lead from the front and set exemplary standards. Crafting Memorable & Unique experiences to our decerning guests.
Essential Duties and Responsibilities

• Ensure a timely and seamless service when dealing with guest requests, providing proactive knowledgeable, engaged service to all guests.

• Seeking Innovation, creativity and personalization of concierge services and experiences offered to guests.

• Handling the Limousine Service operations and requests.

• Having strong relationships and contacts in the market to be able to provide firsthand experiences and access to Rosewood Doha Guests.

• Always being up to date with the latest trends and constantly updating and upgrading our guest experiences and journeys.

• Motivate and provide a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and manager, keeping morale high.

• Ensure Concierge on Duty is scheduled for each shift and adequate coverage is arranged for holiday periods. To cover Concierge shifts as and when required.

• Have a thorough knowledge of the Front Office systems, such as Opera, Knowcross, Alliants.

• At all times strive to represent Rosewood Doha in the most professional, courteous, and efficient manner.

• Managing the performance of the Concierge team, ensuring the team deliver the highest quality and Rosewood brand service standards to consistently meet and exceed all guest and VIP expectations.

• Communicate all new policies and procedures to all associates.

• Continuously strive for new thoughts and ideas to improve and strengthen the Concierge team, up-date standard operating procedures and implement them.

• Handle any guests’ problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through.

• Monitor associate’s appearance on a daily basis; ensure the correct dress code is adhered to at all times and to maintain the Concierge professional image.

• Always use the correct standard and etiquette when answering the telephone.

• Work together with the Director of Rooms, Director of Front of Huse and the Guest Experience Manager with regards to VIP’s and any special procedures which may be necessary.

• Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• Be responsive to associates’ needs and problems; be firm, fair, and consistent in dealing with challenges.

• Liaise with the team on all group arrivals to ensure the rooming lists, accounting instructions and special requests are adhered to.

• Carry our spot checks on the Concierge team to ensure the Forbes, LQA and Rosewood brand standards are being adhered to.

• Promote the hotels facilities effectively.

• Take a lead role in the preparation of associate performance reviews/appraisals.

• Understand the structure and standards to ensure a smooth operation between Concierge, Guest Relations, and Front of House.

• Take an active role in daily handovers – contributing and communicating relevant issues.

• Respond to all guest requests in a prompt and courteous manner.

• Organize monthly departmental meetings with all the Concierge team.

• Attending training sessions both internal and external.

• Take an active role in recruitment for the Concierge team.

• Have a good knowledge of the duties and responsibilities.

• Report all disciplinary and grievance matters immediately to the Director of Front of House.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.

• Take on other tasks in addition to the ones stated, in a reasonable framework.

• Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

• Model the company’s culture, vision, mission, and core values at all times.

• Appear as a role model to Concierge department.

• Report any usual occurrences and any concerns to the Director of Front of House.

• Identify departmental needs and collaborate with the Team In charge and the departmental trainer.

• Manage and oversee the levels of stationery required for Concierge, ensuring we do not run short and continuously planning ahead.

• Display hospitality skills when dealing with guests and associates.

• Effective scheduling based on forecast business.

• Coach and counsel associates when necessary.

• Ensure highest standards of personal presentation and grooming.

• Ensure valets are requested ahead of time according to occupancy, outlet happenings and events. As well reduce any additional valet for the same reason

• Send daily report for transportation request.

• Patrol all entrances at all times.

• Update and circulate internal monthly concierge newsletter for all departments and associate.

Confidentiality
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.
Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

• Report any defects in the building, plant, or equipment according to hotel procedure.

• Ensure that any accidents to Associates, guests or visitors are reported immediately in accordance with correct procedures.

• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

• Be fully conversant with:

o Regulations
o Risk Assessments for your department
o Hotel Fire & Bomb Procedures
Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

Housed in two striking towers inspired by the coral reefs in the seas surrounding Qatar, Rosewood Doha and Rosewood Residences Doha will consist of an ultra-luxury hotel with 185 exquisite guestrooms and sumptuous suites, 173 serviced apartments for longer-term stays and 300 residences available for purchase. The hotel will be one of the city’s most dynamic culinary destinations with a collection of eight innovative outlets, including a bistro, lobby lounge, coffee shop/deli, three specialty restaurants, cigar lounge and a lifestyle entertainment lounge. Featuring a 1,500-square-meter ballroom, the property will showcase multiple private event venues, anchored around sleek interiors and state-of-the-art technology, which will transform ordinary events into the extraordinary. The hotel will also introduce Sense, A Rosewood Spa, offering total discretion and relaxation, along with a fitness center featuring state-of-the-art training equipment. Rosewood's signature Manor Club executive lounge concept will soar to new heights in Qatar and offer Club Room and Suite guests curated services with added convenience and privacy. Rosewood Residences Doha will also introduce 300 for-sale residential apartments, catering to global citizens who crave a lifestyle of authenticity fused with modern luxury. The residences will be complete with bespoke amenities, facilities and services to create the world’s pinnacle of private luxury living and contemporary style in Qatar.