Job Description

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KEY RESPONSIBILITIES1. Administrative Responsibilities · Assist to prepare and update the Front Office Departmental Operations Manual. · Conduct regular departmental briefing and meetings. 2. Customer Service · Handle guest and employee enquiries in a courteous and efficient manner, report complaints or problems to the Front Office Manager. Give feedback and prompt follow up. · Ensure all associates provide a courteous and professional service at all times. · Provide the appropriate level of professional, courteous and carry service to other employees (internal customers) and other visitors to the division. · Maintain positive guest and colleague interactions with good working relationships. · Assist in the welcoming and escorting of all VIP’s. 3. Operations · Be responsible for handling all guest requests within the hotel and for external communications. · Confidently operate the Concierge software and associated computer equipment in accordance with departmental procedures. · Handle all incoming packages/guest item and deliver promptly. · Have in-depth knowledge of the city, its attractions, restaurants, museums, tours, current events etc. Keep updating recommendation list · Handle all transportation requests in a professional manner. Manage and ensure transportation report is updated properly and transportation bill is posted to PMS before guest checks out · Perform spots checks on all vehicles and comply brand standard. · Manage and ensure smooth and efficient operation of the department. · Study, evaluate and suggest improvements for operation procedures when necessary. · Assign responsibilities to associates. · Act proficiently in all aspects of emergency procedures. Remain calm, alert, and efficient in the event of a major incidents or problems at the hotel and maintain professional discretion. · Check work performance of employees and their grooming standards. · Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
CRITICAL SKILLS & QUALIFICATIONS Required Skills – · General Skills - Excellent interpersonal and communication skills - Solid leadership and training skills - Strong problem-solving; analytical and negotiation skills · Technical Skills - Good knowledge of Opera PMS as well as Microsoft word/Excel/Power point · Language Skills - Good communication skill in English verbal, listening and writing · Physical Requirements - Must be able to work in different shifts when required. Qualifications – Hotel Management or Business Degree Preferred Experience – 1 year -2 years of experience in concierge operations