Role overview
About this role
<p>Zenon have been commissioned by a leading flight management service provider to source a Concierge Manager on a permanent basis.</p> <p>The successful candidate will work closely and report directly to the Head of Operations and Head of Customer Services organising resources effectively and co-ordinate necessary activities to ensure efficient, productive and risk-free operation throughout Concierge Services. </p> <p>Benefits:-</p> <p>• Competitive Salary + Bonuses<br /> • Fantastic Location</p> <p>Scope:-</p> <p>• The Concierge Services Manager is committed to providing VIP world class service to all the clients Concierge Services segments through exceptional commitment and self-managed pro-activity.<br /> • The Manager is responsible for creating, managing and developing the Concierge Services Team on highest professional level and monitoring the whole service process.<br /> • Ensure standard procedures are followed, a safe workplace is maintained and company values, policies and goals are achieved and maintained by all staff. </p> <p><br /> Key Responsibilities: </p> <p>• To manage and develop the Concierge Services department to the highest professional service levels and to continuously maintain and increase the Concierge VIP members satisfaction as a competitive advantage for the client. <br /> • Define, implement and optimize a relevant set of service level and key performance indicators to constantly improve the quality of the Concierge Services unit. <br /> • Implementation of standard operating procedures for each type of movement at each outstation concierge services.<br /> • Plan, resource and manage daily operations as per the standard operating procedures. <br /> • Constantly identify and assess benchmarks in the premium and luxury service industry.<br /> • Implement service enhancements <br /> • Create and implement new ways of working for the department which "surprise and delight" the most discerning and frequent travellers. <br /> • Communicate effectively with all areas of the operations. <br /> • Conduct and be actively involved in daily team briefings. <br /> • Liaise and build positive relationships with other internal departments and external agencies, partners where applicable. <br /> • Manage conflict resolution and facilitate service recovery situations with guest and staff.<br /> • To assess and resolve enquiries, requests, needs and complaints, primarily, to ensure that the customer enquiries are resolved at first point of contact. <br /> • To encourage feedback on serves provided and recognize the changing needs of the serve, and make recommendations to the management for service improvements <br /> • Ensure adequate staffing levels are maintained per shift. <br /> • Provide management assistance and active leadership to entire Concierge Services unit. <br /> • Regularly evaluate the department or team’s objectives, plans, procedures and practices, and makes appropriate changes if needed. <br /> • Oversee and supervise employees.<br /> • Direct daily activities, train, develop and discipline team members to ensure a high standard of service delivery.<br /> • Establish the team's objectives and priorities to align with and support business objectives. <br /> • Performance management, development and training of Concierge Services team to ensure highest levels of services are provided to passengers at all times.<br /> • Take responsibility for own on-going personal development and growth of expertise.<br /> • Train and develop other employees, for proper succession planning and risk management. <br /> • Establish expectations of the Concierge Manager Role, both technically and behaviourally. Provide on job performance monitoring and coaching to enable individuals to understand their current competency level and expected level of work performance.<br /> • Identify training needs, implement training programmes and assist staff with their individual training. Implement and assist staff with development plans. <br /> • Monitor and address staff grooming standards as per department grooming guidelines. Monitor and address staff attendance and punctuality. Plan and conduct performance appraisals. <br /> • Provide positive and effective leadership to Concierge Services unit while acting as an ambassador for Concierge to external and internal parties. <br /> • Actively monitor and provide staff performance related feedback.<br /> • Motivate and inspire staff to improve performance, to achieve and exceed set objectives. <br /> • Compile operational reports for Customer Service Manager where necessary. <br /> • Ensure appropriate administrative records are maintained. <br /> • Ensure compliance with corporate and department policies, procedures and standard operating procedures. <br /> • Ensure respective staffs within shift comply with corporate and departmental policies, health and safe procedures in accordance with necessary manuals. <br /> • Effective roster implementations and supervision of Days in Lieu/Overtime allocation with minimum risk to daily operation. <br /> • Ensure adequate and effective resources are available on shift.</p> <p><br /> KNOWLEDGE, SKILLS AND EXPERIENCE:</p> <p>• Management, Business Administration, Hospitality Management, Hotel Management, Aviation / Airline / Airport Management.<br /> • Specialist - minimum 8 years of job-related experience required Management role with significant autonomy.<br /> • Managing a team of people in a premium or luxury service environment. <br /> • Previous management experience at a major international airport or 5 Star Hotel. <br /> • Highly energized and passionate about delivering 5 Star service experience. <br /> • Strong leadership and management abilities to inspire and motivate a team of people from a diversity of cultures and backgrounds. Ability to work under pressure in a dynamic and fast paced environment<br /> • Ability to meet required deadlines, result oriented. <br /> • Experience with serving high profile VIPs, dignitaries, royalty, celebrities.<br /> • Advanced understanding of premium services. Proven to have demonstrated flexibility in meeting the demands of the business unit to which they are assigned too.. <br /> • Good analytical and decision-making skills. <br /> • Proven ability for solution-oriented, effective communication with internal departments and external stakeholders. <br /> • Strong mentoring and coaching skills. Ability to train and develop subordinate's skills<br /> • Attention to detail and quality. <br /> • Strong organisational skills. Ability to write reports, business correspondence and procedure manuals.</p> <p>Why Choose Zenon Aviation?</p> <p>In the ever changing and dynamic market place, Zenon Aviation knows that the support and care we provide to candidates is vital in assisting you in achieving your career aspirations. Our team of dedicated consultants will deal with you application efficiently and more importantly confidentially, providing a professional and reliable service. </p> <p>If the above opportunity is of interest to you please forward your CV to kevin.small@zenon.aero in confidence.</p> <p>Alternatively, for a confidential call with our Recruitment Manager Kevin Small, please phone +44 (0)1483 332000</p> <p>All applications will be handled in the strictest confidence and unless you hear from us within 10 days of your application, please assume that you have been unsuccessful on this occasion.</p> <p>Zenon Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.</p>