Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently. Attends to immediate needs of all guests pre-arrival, throughout stay, and post-stay. Attends the needs of all permanent residents
High school graduate or equivalent vocational training certificate.
Fluency in English both verbal and non-verbal.
Provide legible communication.
Compute basic arithmetic.
1 year experience in a similar position in a 5 star style hotel/resort.
Ability to input and access information in the property management system/computers.
perform job functions with attention to detail, speed and accuracy.
prioritize and organize.
be a clear thinker, remaining calm and resolving problems using good judgment.
follow directions thoroughly.
understand guest’s service needs.
work cohesively with co-workers as part of a team.
work with minimal supervision.
maintain confidentiality of guest information and pertinent resort data.
9. Provide excellent customer service and maintain a professional demeanor.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Develop and maintain guest profiles.
Communicate pertinent information to Condominium Manager.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
all resort features/services, hours of operation.
all resort restaurant food concepts, menu price range, dress code and ambiance.
all resort room types, numbers/names, layout, appointments, amenities and locations.
all resort room rates, special packages and promotions.
daily house count and expected arrivals/departures (particularly VIPs).
scheduled daily group activities, names and location of meeting/banquet rooms.
local events, attractions, holiday schedules.
all Condominium room types
who is in/out of the residence
who has access to condominiums
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Obtain department keys and beeper; ensure security of such.
Meet with Supervisor/departing Concierge to review business status and follow up actions.
Access all functions of computer system in accordance with departmental specifications.
Set up work station with necessary supplies; maintain cleanliness throughout shift.
Legibly complete requisition for additional supplies/materials and submit to Manager.
Maintain updated resource materials on all vendors and information to accommodate guest requests.
Review designated in-house guest list and be familiar with guests’ names and room locations.
Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
Accommodate all guest requests expediently and courteously. Follow up with designated resort personnel to ensure completion of request.
Coordinate guest requests with designated vendors which may include:
Airline reservations, changes, cancellations
Transportation from resort to airport and return
Car repair and servicing
Business center services/fax or telex services/mailing and delivery services
Restaurant reservations, nightclub activities
Dry cleaning, laundry, alterations, repairs
Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
Formal wear rentals
Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout the shift.
Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
Relay accurate directions to guests’ desired destination within local area and distribute maps with highlighted routes.
Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.
Assist guests in locating and retrieving lost luggage.
Distribute all guest and departmental mail.
Monitor, send and deliver guest faxes.
Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies.
Randomly inspect designated rooms weekly and complete necessary paperwork.
Escort VIPs upon arrival to their assigned room. Inform guests of resort services/features and room amenities.
Telephone newly registered guests in 10 minutes after check-in to establish guest needs and satisfaction. Follow up on any guest requests.
Adhere to all cashiering procedures:
Process miscellaneous charges.
Make change for guests.
Cash guests’ personal checks/travelers checks.
Run closing reports.
Count bank and secure bank.
Complete designated cashier reports.
Set up, monitor, maintain and breakdown breakfast/afternoon tea/cocktail hour food and beverages.
Take, record and relay messages accurately, completely and legibly.
Accept and record wake-up call requests; deliver to PBX.