Main Duties/Responsibilities

§ The ability to supervise bell staff to ensure the smooth arrival and departure of guests, proper handling of luggage, and follow-up on guest request.

§ The ability to provide accurate information to guests in a courteous manner; fill all reasonable guests request and requirements; anticipates guests needs.

§ The ability to take messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow up.

§ The ability to properly handle incoming and outgoing mail packages and faxes.

§ To stay self informed on what activities are available in the city; i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests.

§ The ability to recite all hotel services, hours of operation, key personnel, hotel policies, etc.

§ The ability to keep the Head Concierge and Senior Management well informed of any guest’s concerns or complaints, and action taken.

§ The ability to maintain the Concierge Desk and storage areas in an orderly manner; direct bell and door staff in the maintenance of the front desk and lobby.

§ The ability to assist in the reconciliation of charges originating from the Concierge Desk (i.e., limousines, car rentals, flowers, tours).

§ The ability to work closely with the Valet Parking associates to ensure the smooth handling of guests and customer vehicles.

§ The ability to work closely with the bell attendants to ensure smooth handling of guest luggage, message delivery and / or special requests.

§ The ability to display a high level of integrity and professionalism at all times in dealing with guests, employees and outside contacts.

§ Ensure that assistance is being provided at all times to all customers and guests and their stay (making reservations, booking tours, checking guests in online for their flights)

§ The concierge must make an effort to develop relationships with restaurants and tour operators in order to facilitate the fulfilment of guests’ requests.

• Ensures that you work in a safe manner that does not harm or injure self or others.
• To be involved with Health & Safety within the department. Ensuring compliance within the department and that Health & Safety directives are carried out.
• Anticipate possible and probable hazards and conditions and either correct them or take action to prevent them from happening.
• Ensure that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct maintained.
• Continuously endeavour to improve the department’s efficient operation, and knowledge of own job function.