Concierge Agent

Roles and responsibilities

• Be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel/city and be able to provide accurate information to guests.
• Act as an ambassador of the hotel and provide assistance to variety of requests. Expected to make what seem to be impossible and unusual happen.
• Maintain a network of service providers for the efficient conduct in coordinating guest requirements.
• Ensure availability of printed materials such as brochures of local attractions, sister hotels, restaurants, city maps, etc. which may be handed over to guests.
• Manage the facilitation of guest request relating to dining activities (both inside and outside of hotel), shows, recreation, tours, transport, florists, doctor, dentist, child care and any other services which are not available at the hotel.
• Respond to queries positively.
• Develop guest preference records and guest history.
• Follow through all endorsements at the concierge and ensure completion.
• Ensure that all luggage, messages, parcels, etc. are handled, delivered, retrieved or stored efficiently.
• Be transparent and responsible on matters involving finances.
• Maintain absolute integrity and trustworthiness in the team.
• Promote and follow a safe work environment.
• Promote and lead a service driven, results driven work environment.
• Follow departmental SOP’s (Standard Operating Procedures) including all safety policies.
• Other duties as assigned.
  

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 1 year previous experience in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera or Opera cloud Property Management System an asset.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

Desired candidate profile

• Guest Assistance and Information

  • Provide guests with information about the hotel’s amenities, services, and facilities.
  • Offer details about local attractions, restaurants, shopping areas, transportation options, and entertainment, tailored to guests' interests.
  • Answer inquiries about directions, local events, cultural practices, and other relevant topics.

• Making Reservations and Arrangements

  • Book reservations for dining, tours, theater shows, events, or other guest activities.
  • Arrange transportation, such as taxis, shuttles, or private car services.
  • Help guests with booking spa treatments, golf tee times, or any other special experiences.

• Personalized Guest Services

  • Handle special requests such as room preferences, in-room amenities (e.g., flowers, special requests for celebrations), or unique guest experiences (e.g., surprise proposals, anniversary celebrations).
  • Coordinate arrangements for guests celebrating special occasions, like birthdays, anniversaries, or holidays, with thoughtful, personalized touches.
  • Offer recommendations based on guest preferences, such as curated itineraries or personalized itineraries for day trips.

• Handling Complaints and Issues

  • Resolve guest complaints or concerns with diplomacy and professionalism, working to turn any negative experience into a positive one.
  • Collaborate with other hotel departments (e.g., housekeeping, front desk, maintenance) to address guest issues promptly.
  • Ensure guests’ needs are met and that their issues are handled quickly, maintaining high levels of guest satisfaction.

• Ticket and Event Management

  • Provide access to exclusive events, concerts, or sold-out performances by securing tickets for guests.
  • Assist with the logistics of group bookings or large events, such as conferences, special dinners, or social gatherings.
  • Offer information and help with the purchase of tickets for local tours, activities, and attractions.

• Concierge Desk Operations

  • Operate the concierge desk, handling guest inquiries, phone calls, and requests efficiently.
  • Maintain a positive and professional presence at the concierge desk, creating a welcoming and helpful environment for guests.
  • Stay informed about the hotel's policies, offerings, and local events to provide accurate and timely information.