Консьерж и багаж

Что делать

Job summary To supervise and provide overall direction to the guest services and concierge teams ensuring efficiency and to maintain high standards of hospitality and service at all times. Provide professional secretarial skills to the guests of the hotel, provide adequate information, anticipate guest needs and offer personalized service in order to ensure guest satisfaction. Curating and delivering an exceptional experience for guests to the hotel as the first point of contact until departure. Candidate profile Experience: Minimum 2 years in similar role, must be a Les Clefs d’Or member. Skills and knowledge: Computer and strong hospitality skills Ability to verbally communicate effectively with guests and co-workers Prolonged periods of standing and/or walking Hotel and local knowledge Education or certification: Higher secondary and above, basic computer skills, typing speed of 40 words per minute. Specific duties The following are specific responsibilities and contributions critical to the successful performance of the position: Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish work. Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences. Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, babysitting, repairs, shopping). Maintains knowledge of rooms and their locations, services and facilities of the hotel. Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out. Responds to emergency situations using appropriate procedures. Maintains awareness of daily operations and events at the hotel. Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements. Provides warm welcome and anticipation of guest needs throughout their stay. Encourages and builds mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction. Maintains awareness of cultural differences needed to meet guest's specific needs and requirements. Provides check-in and check-out services and handles reservations when needed. Welcome all guests with a smile and maintain a professional approach at all times. Maintain a professional and courteous attitude towards all guests. Have a thorough knowledge of check-in and check-out procedures, room types, location and rates. Be familiar with the hotel services and hours of operations. Be aware of ongoing functions and meetings. Be familiar with the city events. Be familiar with all local attractions, hotels, restaurants, etc. Control all activities of concierge/business center according to the posted rates and charge these accordingly. Check all arrivals with airport pick-up requests and arrange limousine. Understands and follows all call-in procedures for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. Participates as needed in the investigation of associate and guest accidents. Understands and complies with loss prevention policies and procedures. Supervises and assists all areas of the concierge under minimum supervision. Serves as a leader in displaying outstanding hospitality skills. Empowers associates to provide excellent customer service. Observes service behaviors of associates and provides feedback to individuals. Conducts monthly job chats, half yearly and yearly performance management along with the chief concierge. Maintains high visibility in public areas during peak times. Conduct leadership performance reviews for all direct reports both midyear and year end. Provides immediate assistance to guests as requested. Maintains a track of guest service engagement. Reviews comment cards and guest satisfaction results with associates. Leads by example for training and role plays for all guest related interactions. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.