JOB TITLE: Team Leader Concierge

DEPARTMENT: Front Office

DIVISION: Concierge

JOB GRADE: 7

DIRECTLY REPORTS TO: Chief Concierge

INDIRECTLY REPORTS TO: Asst. Front Office Manager

SUPERVISES: Bell Boy/Door Man, Airport Reps & Valet Parking

1. JOB SUMMARY/PURPOSE:

A Concierge Team Leader assists the Chief Concierge in running and managing the Concierge Section.
Concierge purpose of assisting guests with needs not covered by the duties of other hotel employees

2. ESSENTIAL DUTIES AND RESPOSIBLITIES:

1. Handles Guest / Admin transportation, City information, Ticket Reconfirmation, monitors

Group/Crew and coordinates staff movement.
2. Prepare the Airport Pick-up and drop sheet for the next day with paging boards.
3. Every shift checks the arrival list against the pick-up sheet for the same day’s airport pick-ups.
4. Takes care of Airline Ticket reconfirmations with the coordination and reverts back to the guest
with appropriate details.
5. Handles and Supervise guest messages / packets / parcels.
6. Takes care of Admin / Crew / Group transportation.
7. Handles Master Keys as and when instructed by the Duty Manager
8. Assists Guest Relations in Lobby operations in the absence of the Duty Manager.
9. Regular checks and maintenance of Hotel Cars. (Checking to be done on daily basis)
10. Provides city information and all kinds of excursions to guests.
11. Helps guests in restaurant bookings and sells hotel outlets.
12. Gives medical assistance/advices to guests and coordinates if medicines for guest to be procured
from pharmacy.
13. Controls activities at Porch for smooth flow of cars.
PO Box 82 Postal Code 300 Mussanah, Oman Telephone (968)26 871555 Facsimile (968) 26871556
Registered Address: Mussanah Resort Management Company LLC
A member of the Millennium, Copthorne & Kingsgate Hotel Group
 14. Checks the movement of Bell-Desk staff for smooth functioning and makes sure baggage is
handled with care by the bell desk.
15. To coordinate with Travel Desk regarding car requirement for guest pick-ups and drops.
16. Clears Travel Desk bills of guest transportation on a daily basis
17. Be able to communicate well, dealing with the various administrative demands placed by the
pressurized working environment.
18. Maintain effective communication with all Front Office sections and the hotel departments.
19. Ensures a proper handover is given to the incoming shift with regard to the follow-ups and
pending jobs to be done
20. Briefs the airport representative for his shifts VIP arrivals.
21. Registers key complaints and report it after making sure of the corrective action taken.
22. Responsible for staff briefings (bell desk, doorman and car valets) at the beginning of each shift.
23. Makes the duty roster for the Bell-Desk, Doorman and Car Valets after checking the occupancy
forecast for the next week.
24. Prepares the Comparative analysis by exchanging occupancy and revenue figures with
competition hotels.
25. Should be aware of all ongoing promotions whether Rooms or Food and Beverage department
and also to brief staff on the same
26. To monitor movement in lobby in conjunction with the security.
27. To ensure banquet functions are rightly mentioned on the lobby posting
28. To liaison with the Airline officials at the airport and also at the city offices.

3. GENERAL RESPONSIBILITIES

1. Comply with the Company’s Corporate Code of Conduct.

2. Familiarise yourself with the Millennium & Copthorne Hotels values and model behaviours.
3. Perform tasks as directed by the Manager in pursuit of the achievement of business goals.
4. Co-operate with the company to achieve compliance with FLS legislation.
5. Take moral and legal responsibility for conducting themselves in their work so they do not expose
themselves or others to risk.
6. Read, understand, and implement the relevant sections of the FLS Policy.
7. Sign the Employees' Declaration having read and understood the relevant sections of the FLS
Policy.
8. Not promote or participate in horseplay, pranks, or practical jokes, which may result in an
accident or injury.
9. Not intentionally or recklessly interfering with anything provided in the interests of safety.
PO Box 82 Postal Code 300 Mussanah, Oman Telephone (968)26 871555 Facsimile (968) 26871556
Registered Address: Mussanah Resort Management Company LLC
A member of the Millennium, Copthorne & Kingsgate Hotel Group
10. Make careful use of safety equipment, such as gloves, goggles, aprons, overalls, shoes, and so on.
11. Return safety equipment to its designated storage area after use, and reporting any equipment
damage to the supervisor.
12. Take reasonable care when storing, handling, and using chemicals and dangerous substances,
lifting and carrying, and using or cleaning dangerous work equipment, including machines.
13. Not undertake any activity which compromises their personal FLS, or the FLS of others.
14. Report all accidents, dangerous occurrences, or hazards, no matter how minor, to the supervisor
or Heads of Department.

The above is designed to help you in the understanding of your role and is not intended to be a
definitive list of your duties, as flexibility in meeting company and guests needs is required by all
employees.

I confirm that I have read and agreed to this Job Description explaining the main duties of my job.

Employee Name: _______________________________ Date: _____________________

(Please Print)

Signed by employee: ____________________________ Date: _____________________

Department/Section Head: ________________________ Date: _____________________

Copy to: Employee

Employees personal file in HR

PO Box 82 Postal Code 300 Mussanah, Oman Telephone (968)26 871555 Facsimile (968) 26871556
Registered Address: Mussanah Resort Management Company LLC
A member of the Millennium, Copthorne & Kingsgate Hotel Group