Concierge/Assistant Concierge

Job Responsibilities:

• Provide courteous and professional service to both guests and customers of the Hotel.
• Assist with car / hotel doors and guest luggage.
• Accepts luggage and parcels for safekeeping and ensure that at all times it is recorded properly.
• Ensure timely delivery of all guest luggage
• Maintain appropriate standards of conduct, dress, hygiene, uniform, appearance and posture.
• Ensure daily departing time of check-out guests and make taxi arrangements, shuttle arrangements and limousine services to the airport if required.
• Co-ordinate VIP arrivals and departures.
• Handle or resolve any guest complaints and establish good relationships with guests and clients of the hotel.
• Explain technology and features of guest rooms.
• Ensure messages and faxes are delivered with the utmost urgency.
• Ensure that all guest property in storage, long or short term, are duly documented and cared for.
• Liaise with the Front Office operation to achieve a reputation as a market leader in individualised customer focused service
• Responding to all guest enquiries regarding local attractions, restaurants, and tours. Offering the best product or service to meet the guests’ individual requirements
• Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure that the products offered to guests are of the highest quality and reputation.
• Be proactive in the services concierge offers, follow up all reservations, bookings and recommendations to ensure quality and guest satisfaction is at the optimal level.
• Full utilisation of the Concierge computer system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Ensure relative guest/ambassador information is communicated through the agreed communication channels
• Liaise with all other hotel departments to build a strong working relationship.
• Ensure any guest or management messages are attended to with a sense of urgency.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson
• Concierge are rostered on a shift basis, the duties of which are variable and documented accordingly. It is the responsibility of the rostered concierge that these duties be carried out in a professional manner whilst at all times maintaining a high level of customer satisfaction.
• Ensure procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality.
• Co-ordinate guest transportation to and from the airport and ensure that accurate accounting procedures are followed in the charging of transfers. Ensure all ambassadors are adhering to the Accor Driving Policy and Mobile workers policy
• Each concierge has a direct responsibility to ensure the safety and security of Hotel Guests and their property whilst staying at the Hotel.
• Concierge will keep up to date with accurate, helpful information that will benefit Hotel Guests in respect of hotel and local facilities and attractions.
• Any other reasonable request assigned by your manager.
• Leading the team, allocating duties and performance management.

Job Specifications:

• Minimum 12 months experience in a similar role, preferably including 5 star experience
• Projects professional image at all times through personal presentation / interpersonal skills.
• Desire and ability to train and develop ambassadors
• Multi-lingual, English essential
• Maintains awareness of industry trends in service, product and presentation
• Initiates contacts and establishes rapport easily
• Organises time and work efficiently
• Effective verbal and written communication skills
• Appreciates and maintains an effective outlet for stress
• Willingness to work weekends and public holidays as part of the job role.
• Has the aptitude and willingness to undertake further development with Sofitel.