Respond to guest requests for special arrangements or services (e.g.,
transportation, reservations, dry cleaning) by making arrangements or
identifying appropriate providers.
Respond to special requests from guests with unique needs and follow up to
ensure satisfaction.
Gather, summarize, and provide information to guests about the property and
the surrounding area amenities, including special events and activities.
Answer, record, and process all guest calls, messages, requests, questions, or
concerns are attended to promptly and handled in a professional manner.
Contact appropriate individual or department (e.g. Housekeeping, reception) as
necessary to resolve guest call, request, or problem.
Review shift logs/daily memo books and document pertinent information in
logbooks.
Report accidents, injuries, and unsafe work conditions to manager; and
complete safety training and certifications.
Maintain par stock of collaterals, stationery and other necessities to avoid
over stocking as well as running short on stock.
Supervise the luggage service to ensure a smooth and efficient operation and
minimum delay and damage.
Conduct periodic inspections of all lobby areas, main entrance, Guest
elevators and Public areas to check the cleaning standard and report in
logbook
Handles guest complaints in accordance with the hotel policy, reports all
complaints to the management.
Identify and explain room features to guests (e.g., use of room key, mini-bar,
ice and vending areas, in-room safe, valet laundry services).
Keep updated of all information concerning the hotel services, local places of
interest, restaurants, transportation, sport facilities, churches, shopping
areas and all relevant information likely to be of guests' interest in order
to be able to answer guest requests and questions.
Ensure an up to date extensive selection of booklets, guides, maps and
brochures are maintained at the Guest Services desk.
Ensure that all employees always provide a courteous and professional service
.
Oversees grooming standard of the concierge/bell desks associates.
Provide training of the employees, ensuring that they have the necessary
skills to perform their duties with the maximum efficiency.
Respond to any changes in the Concierge function as dictated by the industry,
company or hotel.
QUALIFICATIONS, EXPERIENCE & SKILLS
Education
Minimum of a high school diploma is required. College degree in Hotel
Management or a related field is preferred.
Experience
A minimum of one-year experience in a similar position in a 5-star hospitality
company
Skills
Verbal and writing skills
Knowledge of basic hotel business operations preferred
Fluency in English is a must, Fluency in Arabic or additional language is an
asset
Physically sturdy to carry heavy luggage and stamina to stand for long hours.
Individual Characteristics
Customer service orientations
Team player
Flexible in scheduling
Enthusiastic and pleasant personality
* Genuine service personality, with high EQ. * Minimum 4 years' experience in Hospitality industry. * Minimum 2 years' experience in a Supervisory role / similar experience in a 5 star hospitality industry. * Minimum of a high school diploma is required/ College degree in Hotel Management …
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* Handle check-in and checkout of arriving and departing guests, following established The Address Hotels & Resorts standards. * Handle all cashiering transactions (posting charges to guest rooms, exchanging foreign currency, etc.), balancing their cash float at the end of each shift. …
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