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Team Leader, Concierge - Jumeirah Al Naseem - Madinat Jumeirah Resort

UAE - Dubai, United Arab Emirates

Full job details

Madinat Jumeirah
UAE - Dubai, United Arab Emirates
Job Type
Front Office
Job Level
About Jumeirah Group and Madinat Jumeirah

At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and equal opportunity, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa the Middle East.

Madinat JumeirahThe Arabian Resort of Dubai is a magnificent tribute to Dubai’s heritage with two grand boutique hotels, Arabian summer houses, the exclusive Malakiya Villas, over 40 world-class restaurants and bars, a traditional souk, 3km of waterways with abras, the region's leading conference and banqueting centre, 2km of private beach, the award-winning Talise Spa, and the superlative Talise Fitness health club.

Jumeirah Al Naseem will have 430 luxurious rooms and suites, complete with walk-in rain showers, floor-to-ceiling windows and private outdoor terraces. The hotel is set among lush, landscaped gardens and offers three large swimming pools, as well as private beach access. Two banqueting rooms, each measuring 75 square metres, will complement the existing conference and events facilities at Madinat Jumeirah.

About the Role

An exciting role has arisen in Concierge department at Jumeirah Al Naseem for a highly motivated and hard working individual. The main purpose of this position is to assist the Concierge Manager, Assistant Manager Concierge and supervise the day to day operation, supervise and support the GSEs in their work, coordinate the Bell Attendant’s duties, handle complaints and ensure a smooth operation making sure that the highest possible service is delivered in a friendly and professional manner aiming to exceed guest’s expectations.

Your main duties will include:

  • Always have a smiling, helpful and friendly attitude towards colleagues and guests alike and provide a courteous and professional service at all times.

  • Guest name usage at every opportunity.

  • Set an example for all Bell Attendants and Guest Services Executives with regards to punctuality, grooming, courtesy, attitude, team work, guest relations and following of policies & procedures.

  • Have high product knowledge about Madinat Jumeirah as well as other Jumeirah units.

  • Maintain a high level of awareness of all Jumeirah and MJ SBSs relating to the department and ensure all Concierge colleagues are trained and equipped to deliver these standards.

  • Act/upsell as a sales person and promote all Jumeirah outlets first.

  • Assist Guest Services Executives in their daily work of being a source of information and assistance for guests and visitors delivering friendly and efficient service at all times.

  • Using guest names and assisting them at the Concierge desk in a polite, welcoming & professional manner whenever required.

  • Handling guest complaints as they happen and communicating them to Assistant/Concierge Manager.

  • Ensure that all record sheets and logbooks are maintained and filed accurately.

  • Ensure that checklists are used daily, signed and filed and if any follow up is required.

  • Ensure training sessions are conducted as per the training plan, calculate training hours for the month and forward it to the Training department, prepare the time sheet for the entire Concierge and forward it to Department of Finance.

  • Update all notice boards and file all CSI records

  • Ensure that all GSEs, Doormen and Bell Attendants report to duty on time and are well groomed.

  • Prepare and carry out shift handover and ensure that the desk is left tidy, stationary/items are stocked and that all work has been completed.

  • Schedule the meal breaks for team members according to peak and non-peak periods.

  • Supervise daily newspaper order (by luggage room attendant) and ensures that they are delivered on a timely basis every morning.

  • Supervise and coordinates the delivery of messages, faxes, etc. ensuring they are recorded properly and taken to the guest room promptly.

  • Ensure that any coupons/vouchers from tour or golf companies are handled and accounted for correctly.

  • Assist in the management of colleague performance through training, coaching, counselling and discipline.

  • Identify training needs, carry out training and document it appropriately.

  • Comply with the Jumeirah/MJ health, safety and hygiene policy and maintain grooming standards.

  • Perform any related duties and special projects as requested by the Management.

  • Adhere to Jumeirah Guiding Principles and Hallmarks.

  • Carry out appraisals and Bi-Monthly Feedback Sessions for GSEs.

About You
In order to be considered for this role, you must have at least 2 years supervisory experience in Guest Services in a five star hotel. You must be proficient in computer application, good knowledge in Opera system and other FO applications. You must be at least high school graduate and Excellent English communication skills. Fluent in Chinese, French, German, Italian, Spanish or Portuguese language is an advantage.
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