Concierge

Job Purpose

Primarily responsible to greet and welcome all guest to the hotel and relieve guests of their luggage on arrival. You will ensure that the highest standards of hospitality and welcome are demonstrated at all times, and that all guest requests are dealt with in a prompt and courteous manner.

In addition to assist guests with luggage, Concierge are also responsible to collect and distribute post, parcels. Also deal with general enquiries and ensuring the lobby and forecourt areas are always clean and tidy.

Primary duties and responsibilities

• Checks the daily arrival list for VVIP’s or guests with special need.
• To be present at the Concierge/Reception desk or in the lobby to be ready to assist guests, colleagues and visitors when requested.
• Ensure collection and delivery of guest luggage and equipment in an efficient and timely manner.
• Assist guests with luggage to the front desk.
• Escorts guests with to room, placing luggage in room assigned by front desk.
• Delivers faxes, messages, packages and flowers to guests’ rooms and other office.
• Provide items on loan to guest and collect the items back from guest before departure.
• Ensure the efficient delivery and collection of group luggage.
• Ensure that the guest has verified that all luggage has been accounted for.
• Assist guest with long-term luggage storage or left luggage requests.
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.
• Willing to take ownership of all guest requests and complaints, try to resolve issues immediately and follow up to ensure the guest satisfaction.
• Provide excellent service consistent with the hotels’ standards operating procedures and brand attributes.
• Respond to guest requests and queries providing a knowledgeable, efficient and helpful information service.
• Update and file the left luggage request form or long-term luggage request form.
• Update the luggage movement register.

Qualifications, experience and skills

• Education: · SPM or equivalent or working experience in a luxury 4 or 5 star hotel or serviced apartments environment.
• Fresh graduates are welcomed.
• Good English proficiency and fast learner.
• Must be able to read, speak, write and understand the primary language used in the workplace and basic computer knowledge.