The concierge will act as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction. The concierge will be responsible for greeting guests, answering telephone calls, retrieving messages, and communicating the content to the guest. They will also be responsible for arranging and confirming recreation, business and dining activities, and distributing printed materials such as brochures of local attractions.
Requirements
- Greet guests immediately with a friendly and sincere welcome.
- Use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
- Promptly answer telephone calls using positive and clear English communication.
- Input messages into the computer, Retrieve messages and communicate the content to the guest.
- Retrieve mail, small packages, and facsimiles for customers as requested.
- Using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel.
- Promptly respond to requests for dentists, doctors, childcare, florists, etc.
- Distribute printed materials such as brochures of local attractions, required extending arms, bending and stooping to reach materials on display racks, in drawers or on shelves.
- Field guest complaints, conducting through research to develop the most effective solutions and negotiate results.
- Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity.
- Plan and implement detailed steps by using experienced judgment and discretion.
- Communicate with front office staff of special arrangements of guests’ amenities, and tickets from requests.
- Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/ her attention so corrective action could be taken when appropriate.
- Inspect VIP rooms.
- Provide safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the customer.
- File access slips in room order.
- Operate facsimiles machine to send, receive and log incoming transmissions.
- Notify guests using the message function of the computer of incoming faxes.
- Use the photocopier to make copies of items as required.
- Escort VIP guests to accommodations.
- Handle cash make change and balance as assigned house bank.
- Perform simple arithmetic functions using a calculator.
- Other duties as assigned by the supervisor such as certain Front Desk GSA or Bell Attendant responsibilities.
