SUMMARY:
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POSITION INFO:
Position: CONCIERGE
Job Title
To ensure the smooth and efficient operation of the Concierge department and co-ordinate with various other departments in order to ensure personalised, prompt and flawless service to all guests. The position will also act as a ‘One Point Contact’ for all in-house guests, in case of guest requests, complaints or any other feedback
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 always display a high level of integrity and professionalism in dealing with guests, employees and outside contacts
- Ensure that assistance is being always provided 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
- Always Ensures effective implementation of the Tata Code of Conduct
- Efficient implementation of all work-related instructions given by the superiors / management
Knowledge & Skills
- Proficiency in Front Office tasks
- Good networking skills
- Good organizing skills
- Ability to operate computer systems with ease (knowledge of Microsoft Office & Amadeus)
- Ability to remain calm and composed in difficult situations
- Ability to remember guests and their preferences
- Understanding of travel and the tourism industry
- Required excellent time management and problem-solving skills
Experience & Qualifications
- 2-3 years in a similar position in comparable hotels
- Graduates from reputed hotel management schools
- Valid PDP drivers License
