JOB OVERVIEW
We have a fantastic new job opportunity for a Hotel Concierge / Food and Beverage Assistantto offer information and assistance to visitors and hotel guests in regard to hotel facilities, local attractions, dining, entertainment, transportation, sports events, recreation, tours, health and beauty treatments, child-care, cultural events, shopping etc., while projecting a positive image of the hotel and company at all times.
Working as the Hotel Concierge / Food and Beverage Assistant you will keep a folder at the Concierge desk containing up-do-date information on restaurants, entertainment venues, transportation links, car hire, airport pick-up services, health & beauty treatments, child-care, cultural events, courier services, laundry facilities, shopping and any other services that may be of interest to hotel guests.
As the Hotel Concierge / Food and Beverage Assistant you will maintain a courteous and professional telephone manner at all times and deliver all faxes, messages and correspondence to guests or the relevant department in a prompt and timely manner.
DUTIES
Your duties as a Hotel Concierge / Food and Beverage Assistantwill include:
Administration
Keep a supply of local maps, brochures and magazines containing relevant local information
Keep accurate record of all bookings made for guests (taxis, restaurants, child-care, tours, car-hire, mobile phone hire etc)
Keep record of all laundry orders, pick-up and delivery details
Deliver all faxes, messages and correspondence to guests or the relevant department in a prompt and timely manner
Ensure that hotel and company brochures are displayed at the Concierge desk prominently
Obtain a guest list from reception at the start of each shift
Telephone
Be fully conversant with all telephone and fax equipment
Keep record and be familiar with all extension numbers in the Hotel
Maintain a courteous and professional telephone manner at all times
Record and pass all messages to guests and other employees in a prompt and timely manner
Guest Services
Welcome guests upon arrival, help them with their luggage, escort them to the room and inform them of all in-room and Hotel facilities
Attend to all guests and potential clients at the Concierge desk and in the hotel lobby in a courteous and efficient manner
Answer customer enquiries politely and efficiently and where necessary seek help and information from other departments
Collect and deliver laundry/dry cleaning to and from guest bedrooms and ensure it is sent to the laundry company on time
Ensure all room moves are dealt with and recorded efficiently following company procedures. Report customer feedback to reception following the room move
Serve drinks and snacks in the bar and lobby areas, following licensing law and weights and measures requirements
Identify return and regular clients and make sure they are welcomed back to the hotel
Recommend hotel facilities and services first, or those of sister hotels if possible
Ensure that only approved or contracted suppliers are used when recommending/booking a service for a guest
Handle complaints promptly and professionally. Seek the assistance of senior reception staff, guest relations and the Duty Manager when necessary
Accounting and Cashiering
Ensure the security of all moneys kept at the Concierge desk at all times, bearing personal responsibility for it
Be familiar with the deposit/payment policy of suppliers
Inform the guest where a higher charge will be incurred due to including commission
Ensure correct laundry charges are applied to guest accounts and file a copy of the Audit Trail or guest bill with the movement list
General
Be fully conversant with hotel and in-room facilities
Keep the Concierge desk and lobby area clean and tidy at all times
Carry out minor repairs in guest bedrooms and public areas when necessary
Arrive on duty at the correct time
Ensure full and accurate handover between shifts
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