Concierge Supervisor

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About The Location:

A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

Purpose

Acts as the main Guest contact position for all queries, requests, reservations, etc. 

• Job Responsibilities

General

• Executes all tasks assigned by his/her superiors 
• Demonstrates a high degree of standards awareness; promotes teamwork and acts as role model 
• Attends all scheduled training sessions 
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule 
• Adheres to the hotel's code of conduct and grooming & hygiene standards 
• Is seen as working hands-on, assists colleagues in crunch times. 
• Actively participates in briefings and meetings 
• Maintains a clean and orderly work area and promotes a safe working environment  
• Performs any cognate duties as and when required. 

Departmental

• Assists guests with “Insightful” Information about the Island, major attractions, restaurants, bars & night clubs etc. 
• Actively informs guests about the rooms and their locations, services and facilities of the hotel. 
• Create folder and make sure all information/event/programs happening in the resort are available at the concierge desk daily. 
• Is responsible to make the schedule for the concierge division. 
• Offers and arranges all transportation needs, office services, restaurant bookings, and any other guest services.  
• Manages, supervises, organizes & participates in the day to day activities of the Concierge Desk 
• Handles emergencies and is trained in these procedures and be able to act upon them. 
• Develops training programs for the department and actively participates in the training conducted as per company standards. 
• Resolves guest complaints in conjunction with Senior Management, updates Glitch Recovery Reports. 
• Handle all guests’ requests and full fill them as quickly as possible. 
• Works closely with Front Desk staff and provide assistance when needed 
• Assists Concierge Ram to maintain comprehensive Concierge database of information both computerized and hard copy for guests’ reference (containing insightful information about Island’s major attractions, top restaurants, night clubs, bars, art galleries, places of interests, shopping malls, airline offices & reservation numbers, etc.) and regularly updates them. 
• Liaises with airport team on arrival & departure of guests, to ensure all check in & check-outs are conducted smoothly and in accordance with Four Seasons Core standards. 
• Works closely with the various rooms departments to ensure a smooth arrival and departure experience for all guests. 
• Work closely with other Reservations and Sales in handling of groups, VIPs, return guests etc., to establish a rapport with guests, ensuring that all departments are well informed of guests’ preferences. 
• Is kept well informed of activities available, i.e. theatre, arts, special exhibitions, concerts, shows, sports, leisure activities, sightseeing tours etc., and establishes close contacts with people in these areas to provide information, ticketing, reservations, etc., for guest.  
• Visits new attractions on the Island regularly.  To make concierge recommendations seem special.  Participates in all Concierge team outings so that he/she experiences the various activities, restaurants, etc. on the Island. 
• Assist Concierge Ram in supervising emails in and out and make sure responses to guests are done in a timely manner. 
• Encourage and search proactively for new ways to improve daily tasks at the Desk. 
• Participates in any local associations of Concierges, networks to achieve personal growth/success, for the benefit of the guests and the Resort.  

• Special Requirements

• College degree preferably specializing in hotel management or equivalent experience is required. 
• Has 2 years of relevant experience in Concierge 
• Proven leadership and supervisory experience. 
• Working knowledge of the Front Desk and Concierge aspect of Four Seasons services, policies and operations. 
• Be computer literate and fully conversant with working knowledge of PMS like Fidelio, Opera and Micros. 
• Requires reading, writing and oral proficiency in the English and French language. 
• Possesses aptitude, management skills and upward mobility 
• Hospitable, outgoing & customer-oriented 
• Excellent knowledge of local establishments