Concierge Agent

Main Duties/Description:
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 requests or 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, telexes, packages
and faxes.

The ability to know what activities are available in the city, ie. theater,
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 Front Office Manager and senior management well-informed
of any guests’ problems 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 entrance
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 staff to ensure the smooth
handling of guests and patron 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.

The ability to respond properly in any hotel emergency or safety situation.

The ability to perform other tasks or projects as assigned by hotel management
and staff.

The ability to use the hotel computer system and phone system.

Assist with front desk procedures, i.e. check-in, check-out, escorting, taking
requests etc. Be trained and able to complete related roles, i.e. bell/door
attendant, airport greeter etc.

Standard Duties:
To provide a friendly and professional service that always exceeds guests’
expectations.

To ensure you read the hotel's employee handbook and have an understanding of
and adhere to the hotel's rules and regulations and in particular, the
policies and procedures relating to Fire, Hygiene, Health and Safety.

To undertake other duties and responsibilities which, while outside the normal
routine, are within the overall scope of the position.

To report for duty punctually wearing professional attire. To maintain a high
standard of personal appearance and hygiene and adhere to the hotel and
department personal appearance standards.

To comply with local legislation as required.

To maintain good working relationships with your colleagues and all other
departments through working by The Golden Rule.

To respond to any changes in the division as dictated by the needs of the
industry, company or hotel.

To be flexible and extend job duties to carry out any other reasonable duties
and responsibilities within the job capability as assigned, including
redeployment to alternative departments/areas if required, to meet business
demands and guest service needs.

Conduct and attend training sessions as outlined.

Perform other tasks or projects as assigned by the Front Office Manager or
Director of Rooms.

Roles and Responsibilities from OHSAD

Understand & cooperate with full compliance with hotel’s developed OSH
policy, procedures & works instructions or action taken by management to
protect employees or to comply with OSH requirements.

Report to immediate supervisor any situation which they have reason to believe
could present a hazard and which they cannot themselves correct;

Report all OSH incidents, near misses, dangerous occurrences, unsafe act &
conditions.

Report all hazards & engage in communication & consultation activities.

Not intentionally or recklessly interfere with or misuse anything provided (

e.g.

plant & machineries, PPE, etc.) at the workplace in the interest of health,
safety and welfare.

Participate in conduct of OSH related planning and implementation in order to
achieve the hotel’s OSH objectives, targets & program.

Handling, storage & disposal of hazardous materials as per MSDS.

Attend OSH training, safety induction, on the job training, daily tool box
talks, etc.

Keep tools and equipment in good condition; inspect tools, plants, machineries
and equipment for defect before use and report defects immediately to the
supervisor.

Follow all posted warning signs and safety instructions.

Understand & be aware of OSH risks of the assigned work & necessary
arrangements to perform the work safely.