Must be highly organized, detail-oriented and have the ability to multi-task
Maintain emails in both general mailbox and individual mailbox and respond to email inquiries in a timely manner
Respond to the hotel’s text messaging system immediately upon receipt of inquiry
Exceed guests’ expectations and anticipate guests’ needs
Provide prompt, professional and courteous service to patrons and guests, in a personalized and refined manner
Continually deliver and maintain the high service standards required for the daily operation
Assist the guests with a multitude of individual inquiries in a timely and professional manner
Arranging services to include but limited to (i.e. car rental, taxi reservations, lost luggage, restaurant reservations, flight arrangements and confirmations)
Ensures proper ordering and delivering of guest amenities which may often include utilizing outside vendors
Maintain up-to-date inventory of brochures and collateral for guests
Clear communication must be maintained in order to provide seamless services
Handling dining reservations in Open Table for house guests and patrons
Be a primary contact link for all Concierge related requests
Assist with any foreign language translations if needed
Proactively promoting revenue generating outlets and amenities on board and encourage Guests to attend on board events and activities
Research upcoming events and always be knowledgeable of local attractions and interests, modes of transportation, suggested restaurants
Liaise with other Concierge and Clefs d’Or members in our various ports of call to offer the best suggestions and services to our residents and guests
Ability to work various shifts and flexible schedules
Must possess the ability to work with/communicate clearly and assist other departments as required in handling guests’ concerns, keeping colleagues and the Front Office Management team well-informed
Develop and maintain a positive working relationship with all partners and vendors
Possess a friendly, courteous and professional manner in all dealings will guests, patrons and other employees
Continued growth and knowledge is expected by staying abreast of trends and sharing information with the team
Ensure compliance with the grooming and uniform standards of the company
Knowledgeable of, and actively support the goals of the department as well as the company as a whole to ensure high quality and consistent uncompromised service
Ensure his/her duties are carried out in accordance with company policies, hotel standards and Clefs d’Or standards
Additional Duties and Responsibilities:
Reports all suspicious persons or activities and hazardous conditions to the Security Department.
Assists other departments whenever possible
While attending any Dining/Familiarization invitations, professional conduct is expected as you are a representative of the hotel
Education and Training Requirements:
High School Diploma or General Education Diploma preferred
Previous hospitality industry strongly preferred
Previous customer service experience required
Strong knowledge of the island to assist guests with their inquiries is an essential requirement of this position. Previous experience in a similar position is preferred
Organizational Skill Requirements
Must possess strength in professionalism, ability to work in a fast paced environment, multitasking while remaining calm displaying a high level of patience
Attention to detail
Ability to work independently, following verbal and written instructions, procedures and SOPs
Ability to prioritize work
Thorough knowledge of local places, points of interests, shopping areas, restaurants, theatres, and special events
Ability to produce accurate directions
Communication Requirements:
Ability to effectively communicate both verbally and in writing especially when corresponding via email
Ability to express clearly and accurately with professionalism when dealing with guests, vendors and business partners
Ability to maintain clear and open communication within hotel departments and divisions
Ability to network with colleagues at other hotel properties and develop positive relationships within the Concierge profession
Physical Requirements:
Ability to stand a minimum of 8 hours a day
Other Physical Requirements:
Ability to move throughout the work area while performing the essential job functions which may include bicycle rental assistance
Other Requirements:
Must maintain a neat, clean and well groomed appearance as outlined in the employee handbook.
Ability to work varying shifts and maintain attendance in accordance with the hotel’s attendance policy.
Ability to comply with hotel rules and regulations including policies regarding safety and grooming standards.
Additional Information:
This job description in no way states or implies that these are the only duties to be performed by the employee filling this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by management. Management has the right to make additions and changes to this job description.
This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
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