Concierge Agent Russian Speaker

• 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 Micros-Fidelio 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.