Job description
The incumbent in this position is responsible for handling guest requests in a friendly and caring manner and to handle message, mail and parcel addressed to our guests and staff according to the hotel procedures and our service standards in order to ensure guest satisfaction.
- Answer guest questions and handle guest requests in a polite and efficient manner such as giving information, making a reservation for a tour, a restaurant or transportation, providing directions, confirming flight, etc. If needed, refer requests to relevant staff to ensure customer satisfaction.
- 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.
- Keep records, deliver and distribute all incoming and outgoing mails, faxes, messages and parcel addressed to current or future guests and hotel staff according to hotel procedures.
- Upon requests, store guest luggage into the luggage storage room. Handle all luggage with care.
- Sell stamps for postcards and letters.
- Maintain cleanliness and tidiness of desk area and replenish counters with brochures, magazines, city maps for guest availability.
- Follow department policies, procedures and service standards
- Follow all safety policies
- Lead and supervise the Concierge team to ensure they offer the best service, knowledge and assistance to guests
- Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
This job post has been translated by AI and may contain minor differences or errors.
