Concierge
The Concierge is a specialized guest services representative of a full-service hotel, who aids the guests by providing a wide range of services including essential travel arrangements and delivering accurate tourist information, as well as fulfilling all their needs (of moral and legal) to ensure ultimate guest experience.
Summary of Responsibilities:
Reporting to the Director of Guest Services, responsibilities and essential job functions include but are not limited to the following:
OPERATING THE CONCIERGE DESK IN A PROFESSIONAL MANNER WITH PROMPT AND COURTEOUS SERVICE TO ALL GUESTS
- Assist guests in tours, golf, restaurant, flight booking, reconfirmation and making changes.
- Providing directional information, shopping, places of interest, etc
- Handling of Mail and Message and Lost & Found
- Maintaining of brochures of hotel chain as well as places of interest
- Limousine bookings and assignment of limousine jobs, handling of its billings and forecast of limousine revenue
- Handle administrative matters pertaining to their respective shift
- Ensuring hotel service standard goals are met
- To assist in any tasks given from time to time
PROVIDE A GUEST CONCIERGE EXPERIENCE THAT EXCEEDS GUESTS’ EXPECTATIONS
- Ensure LQA service standards are in practice as set by the hotel at all times
- Able to provide information and assistance to guests as and when required
- Listen actively and is able to display self-control and empathy in challenging interactions and offer suitable alternative
- Involvement in the pre-arrival arrangement, eg. Birthday decorations, honeymooners, anniversaries etc.
- Lead a Heartist® approach to guest experience/service with the team
CONCIERGE DESK AND MISCELLANEOUS DUTIES
- Making reservations and is well versed with booking system in Singapore for theatre seats, airlines, transportation etc
- Assist guest with local and foreign governmental rulings, immigration customs visas requirement
- Able to provide information and is fully conversant with Singapore’s places of interests, commercial centers
- Familiar with hotel computer interface, property management systems and internet access
- Attend any department and operational meetings
- Handling and investigation of guest requests/complaints
INVOLVEMENT AS A MEMBER OF THE CONCIERGE TEAM
- Ensure grooming standard set by the hotel at all times
- Ensure work areas are adequately stocked and inventory properly recorded and maintain good housekeeping of work areas
- Efficient usage and upkeep of communication tools and equipment to enhance productivity of workflow
- Ensure department compliance with safety and security procedures at all times
- Handle all telephone enquiries and requests and ensure timely completion of pick-up and/or delivery service
