Concierge Supervisor

**Job Number** 23210918

**Job Category** Rooms & Guest Services Operations

**Location** The Ritz-Carlton Residences Hanoi, 22 Pho Hang Bai, Hang Bai, Hoan Kiem, Hanoi, Viet Nam, Viet Nam VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**HOTEL DESCRIPTION**

The Ritz-Carlton Residences, Hanoi will form an 8-storey standalone building consisting of 104 units - one, two and three bedroom apartments. The Residences will be equipped with at least one indoor pool and pool deck, a fitness center with sauna facilities, a library lounge, a theater/ TV room, a kids’ activity room, and a games and billiards room. The Residences is projected to open Q1, 2024.

Strategically located in Hoan Kiem district, which is the most prime area in Hanoi. It is Hanoi’s central business district and is home to many grade A office buildings, surrounded by embassies, government offices, multinational companies, and major banks. It also offers excellent proximity to key facilities for expats and residents including top international schools (all within 30 minutes’ drive), high-end shopping centers, parks, and hospitals. Hoan Kiem is also the historical and cultural center of Hanoi and is home to the Old Quarter with major tourist attractions.

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Maintain the highest level of safety, security and hospitality to our Residence owners. Schedule, supervise and reinforce the job specific protocols as outlines in the Ritz-Carlton Standard Operating procedure Manual. Respond to Residence owners’ requests for information, special arrangements, or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from Residence owners with unique needs and follow up to promote satisfaction. Gather, summarize, and provide information to Residence Owners’ about vendors, surrounding area amenities, special events and activities. Answer, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Valet, Engineering, Housekeeping) as necessary to resolve call, request, or problem. Understand and assist with owners’ reservation services (HRS). Assist with scheduling of the elevator for move-in/out for Residence owners/tenants. Assist with Bell/valet services for owners when requesting for their vehicles. Perform Lobby ambassador tasks. Review shift logs/daily and maintain that all Residence owners are logged in systems.

Serve as a departmental role model or mentor; follow up to confirm employee compliance with company standards and policies and external regulations. Assist management in scheduling, training, evaluating, motivating and coaching employees. Report accidents, injuries, Residence owners’ incidents and unsafe work conditions to manager; and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all Residence owners according to company standards, anticipate and address Residence owners’ needs, assist individuals with disabilities, and thank Residence owners with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Adhere to the highest standards of The Ritz-Carlton service excellence. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

**CORE WORK ACTIVITIES**

**Concierge Services**
- Supply Residence owners and guests with directions and information regarding property amenities, services, hours of operation, and local areas of interest and activities.
- Understand and assist with Residence owners’ reservation services (HRS).
- Assist with scheduling of the elevator for move-in/out for Residence owners/tenants.
- Assist with Bell/valet services for Residence owners when requesting for their vehicles.
- Respond to and coordinate Residence owners’, guests’, and visitors’ requests for special arrangements or services (e.g., babysitting, business center services, dry cleaning, financial services, flowers, interpretation services, mailing, notary, repairs, religious services, reservations, spa services, entertainment/sporting events, shopping) by making arrangements with designated vendors or identifying appropriate providers according to depart