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. |