Concierge Agent

Description:

• To set a high example in regard to punctuality, appearance, courtesy, performance, attitude, leadership, approachable guest relations, observance of the house rules, loyalty to Management and interdepartmental co-operation
• To maintain open line of communication and co-ordination with related departments to ensure customers' requests and complaints are handled effectively and efficiently
• To reflect a cultural awareness of different nationalities with managing a fair and not discriminating approach
• Is fully knowledgeable of all services and amenities available in the hotel
• Adheres to health and Safety policies
• Up sell hotel facilities
• Set example in grooming standards at all times
• Is dedicated to assist in training of the Front Office Team to deliver excellence in all areas
• Keep the Concierge desk stocked with brochures, leaflets, maps, guides and a range of information that are interest to guests.
• Is point of contact to handle customer complaints and feedback according to 25hours standards
• Actively sell and promote the resort's facilities first, then refer guest to other 25hours Properties and then only suggest other hotels if we cannot meet guest requested
• Accept post cards, letters for mailing and sell stamps as appropriate.
• Co-ordinates with the concerned department to ensure smooth departure and warm farewell of VIP guests
• Any other duties as may reasonably be requested by the management.
• Assists the GSM with handling the Jet.Connect e-mail accounts and actions guest's requests
• Carries daily courtesy calls to VIP guests and ensure that the feedbacks are logged, communicated and resolved according to the 25hours standards
• Recognizes all repeat and important guests
• Is a constant source of information, help and assistance to all guests
• Promotes the Sirius program
• To have individual training a maximum of 6 hours on a monthly basis and if needed cross training within Front Office and other hotel departments.
• Is present to ensure smooth check-ins and check-outs of the hotel VIP guests
• Signs GSE Front Office transactions in absents of the GSM when required
• Co-ordinates house tours/site inspections and conduct them when required
• Assist media relations with house tours for film crews, travel writers and photo shootings
• Follows the job task lists and ensures full handover from shift to shift
• To coordinate and distribute the staff attendance summery sheet
• To assist guests with flight bookings, online check-in and transport arrangements.
• To carry out the Night Shifts and duties as required
• Performs other duties as assigned by the Senior management
   

Qualifications
 

• Hospitality degree preferred
• At least 2 years' experience in a 5 star hotel of more than 200 rooms with knowledge of Concierge Operations
• Fluent in English and in a second language (Arabic preferred) - A third language is highly appreciated
• Computer literate in MS Office Application
• Administration Skills
• Good knowledge of PMS systems (Opera preferred)
• Is able to deliver excellence even under pressure
• Understands people and adapts easily to different situations
• Uses positive body language at all times
• Is able to work in a team and to build upon strengths and challenges
• Demonstrates energy and enthusiasm with work
• Demonstrates dedication and commitment to their role
• Is focused on delivering results and achievements
• Is courteous and helpful to all colleagues and customers at all times