Head Concierge at Fairmont Hotels & Resorts

As Head Concierge you will supervise the activities of all drivers, doorman and porters by ensuring they adhere to the standards and procedures of Fairmont Mount Kenya Safari Club in a consistent manner. 

• Handle guest/Travel Agents' enquiries via email/phone call or face to face
• Take guest bookings for all experiences and logistics i.e. transfers, game drives, bike rides, nature walks e.t.c.
• Plan Concierge Section shifts ensuring adequate manning for both operations and activities.
• Assign activities to the respective guides, perform checks to ensure punctuality and proper service delivery.
• Ensure all guests taking part in activities that require the signing of disclaimers have done so.
• Engage guests from activities to get feedback. Act on feedback that requires attention immediately.
• Monitor activities logs to ensure proper scheduling.
• Ensure activities are charged appropriately
• Ensure guests wear the necessary PPEs for the various activities they engage in to minimize injuries.
• Report all accidents that occur during activities to the Clinician and Security, then update the occurrence in the Guest Experience Group.
• Ensure all heartists handling activities are presentable and appropriately geared for the task.
• Report all damages to activities equipment to the Rooms Divisions Manager; follow up to ensure they are fixed or replaced as fast as possible.
• Ensure all damages to equipment caused as a result of guest negligence are charged.
• Conduct weekly checks on all the activities equipment to ensure they are in optimal working condition.
• Coordinate with POMEC to ensure equipment that require repairs are worked on in a timely manner.
• With the guidance of the Stables Supervisor, coordinate with the respective service providers for the Stables like the Farrier, Feeds Supplier and Vet to ensure proper care of the horses is taken.
• Ensure items needed for activities like Water, Hair nets, Sodas, Fishing Hooks e.t.c are available
• Coordinate with Security/Tourist Police Officers to ensure Rangers are available for the activities that require their presence.
• Engage transport service providers when their services are needed and follow up to ensure they are paid.
• Submit Caddy Fee payment forms to the General Manager on a weekly basis for approval.
• Ensure revenue summaries for all activities are prepared by the Concierge Agents and submitted to the Front Desk Agent on duty.
• Go through the activities transactions journal counterchecking with the receipt book to ensure all previous day's activities with a receipt are posted.
• Inspect all vehicles going on game drives and transfers for cleanliness and presentation

Qualifications

• Previous experience in a luxury property in a similar role with four (4) years experience
• Strong working knowledge of Opera and MS Office Applications
• Ability to prioritize and execute guest requests through strong organizational skills
• Ability to interact confidently with guests in a naturally friendly and engaging manner
• Proficiency in English where additional languages are an added advantage.
• Holds a valid driving licencse