Assistant Chef Concierge

Ocean House

Assistant Chef Concierge

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 20 Signature Suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

Scope of Position

The Assistant Chef Concierge organizes and manages the responsibilities of the concierge department’s on-property services and communication to maximize guest satisfaction. The Assistant Chef Concierge is responsible for managing our guest’s itineraries and bookings throughout their visit. They will also be responsible for the effective leadership and training of the concierge team to achieve Forbes Five-Star standards and exceed our guest’s expectations.

The primary focus is to navigate incoming guests requests as well as those requests that are generated once the guests are on property. This includes the effective input of data into Maestro, OpenTable, and Alice programs to help form a presentable itinerary for the guest’s viewing. As the leader of the department, Chef Concierge is responsible for managing all vendor relations, communications, and agreements.

Schedule Requirements

The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all exempt staff may be required to work extended shifts and additional days based on business demands. Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles. Travel may be required and may include some overnight stays. All exempt team members should be responsible for scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays. All exempt staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.

Key Relationships

Internal: Reports to the Director of Front office & Chef Concierge. Works closely Front of House Manager and F&B Leadership.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee daily operations of the Concierge Team, including participation in desk operations
• Supervisory tasks including managing the Concierge team performance, preparing weekly schedules, training and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing butler reports and payroll.
• Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff.
• Supervise the individual performance of the staff by taking appropriate corrective action to address deficient conditions, behavior, and work performance.
• Assist as MOD when needed
• Responsible for negotiating contracts, including commission structure for contracted activities by third party vendors
• Responsible for ensuring that the Forbes Travel Guide 5-star service standards are met by all contracted third parties providing service to our guests.
• Performs regular pulse checks and pursues coaching opportunities to ensure success of the individuals on the team.
• Exhibit complete knowledge of the local and regional area, including but not limited to, restaurants, museums, events, shopping, places of worship, and nature preserves.
• Works closely with events team to ensure our guests are notified of upcoming activities and programming.

• Manage the data and processes of many Alice functions, including, but not limited to, itineraries, guest requests, vendor information.
• Master’s Open Table
• Completes staff reviews & all HR related items in a timely fashion.
• Processes all invoices to ensure our vendors are being paid for their services
• Tracks and submits all commission
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company’s sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge, Skills, Qualifications and Education

• Bachelor's degree preferred; at least 3 years of supervisory work and work as a concierge
• Must have experience managing and developing staff. Experience in the luxury hospitality industry is necessary and experience in a five-star environment is preferred.
• A member of Les Clefs d’Or is preferred
• Skill in organizing resources and establishing priorities.
• Ability to handle multiple, simultaneous tasks and projects effectively and efficiently.
• Ability to supervise and train staff, to include organizing, prioritizing, and scheduling work assignments.
• Staff development and performance management skills.
• Knowledge of office management principles and procedures.
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to communicate with all departments and continuously perform essential job functions.
• Be willing to learn and grow professionally; accept and supports change to policies & procedures as needed.
• Fluency in English both verbally and in writing
• Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area.
• Ability to remain calm and resolve problems using good judgement as interpreted by the management.
• Follow directions.
• Work cohesively with co-workers as part of a team.
• Maintain confidentiality of guest/staff information and pertinent hotel data.
• Luxury hotel operations experience preferred.

Physical Requirements:

See below Physical conditions description.

This job description in no way states or implies that these are the only duties to be performed by the person occupying this position. The person in this position will be required to perform any other job-related duties assigned by their supervisor.

PHYSICAL ACTIVITIES, VISUAL ACUITY, AND WORKING CONDITIONS OF:

Chef Concierge

I certify that I have read the physical requirements as set forth below and am physically able to perform the necessary duties as indicated herein.

Employee Signature: _________________________ Date: _____________

1. GENERAL PHYSICAL REQUIREMENTS

Please check the ONE description of general physical requirements that best describes the work requirements of the position:

• A. Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• B. Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.
• C. Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• D. Heavy work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
• E. Very heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.

2. PHYSICAL ACTIVITIES

Please check ALL physical activities that apply to the essential functions of the position:

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  A. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
• B. Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• C. Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
• D. Kneeling: Bending legs at knee to come to a rest on knee or knees.
• E. Crouching: Bending the body downward and forward by bending leg and spine.
• F. Crawling: Moving about on hands and knees or hands and feet.
• G. Reaching: Extending hand(s) and arm(s) in any direction.
• H. Standing: Particularly for sustained periods of time.
• I. Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• J. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• K. Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
• L. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles.
• M. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
• N. Grasping: Applying pressure to an object with the fingers and palm.
• O. Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• P. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Q. Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound.
• R. Repetitive Motions: Substantial movements (motions) of the wrists, hands, and/or fingers.

3. VISUAL ACUITY

Please check the ONE description of visual acuity requirements (including color, depth perception, and field of vision), that best describes the requirements of the position:

• 
  A. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

• 
  B. The worker is required to have visual acuity to perform an activity such as: operating machines such as lathes, drill presses, power saws and mills where the seeing job is at or within arm's reach; performing mechanical or skilled trades tasks of a non-repetitive nature such as carpenters, technicians, service people, plumbers, painters, mechanics, etc.

• 
  C. The worker is required to have visual acuity to operate motor vehicles or heavy equipment.

• 
  D. The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned (i.e., custodial, food services, general labor, etc.) or to make general observations of facilities or structures (i.e., security guard, inspection, etc.)

4. WORKING CONDITIONS

Please check ALL conditions the worker is subject to in performing the essential functions of the position:

• 
  A. The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.

• 
  B. The worker is subject to outside environmental conditions: No effective protection from weather.

• 
  C. The worker is subject to both environmental conditions: Activities occur inside and outside.

• 
  D. The worker is subject to extreme cold: Temperatures typically below 32 degrees for periods of more than one hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity.

• 
  E. The worker is subject to extreme heat: Temperatures above 100 degrees for periods of more than an hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity.

• 
  F. The worker is subject to noise: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.

• 
  G. The worker is subject to vibration: Exposure to oscillating movements of extremities or whole body.

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  H. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.

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  I. The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dust, mist, gases, or poor ventilation.

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  J. The worker is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.

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  K. The worker is required to wear a respirator.

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  L. The worker frequently is in close quarters, crawl space, shafts, manholes, small, enclosed rooms, small sewage and water line pipes, and other areas which could cause claustrophobia.
• M. The worker is required to function in narrow aisles or passageways.

• 
  N. The worker is exposed to infectious diseases.

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  O. The worker is required to function around prisoners or mental patients.

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  P. None: The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).