Job Summary Under the leadership of the Head Concierge and direction of the Assistant Head Concierge, and within the limits of the hotel’s policies and procedures, provide prompt, efficient and responsive service to all guests prior to arrival, to achieve a high level of guest satisfaction and organizational profitability in an environment of high morale. Create an unforgettable impression and project a favorable image of the resort at all times. Project courteousness and hospitality while handling guest inquiries. Perform such duties and responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. Key Duties and Responsibilities To action duties and responsibilities of the Concierge Department such as: Recommendation and booking of top Restaurants, Bars, Clubs, tours. Make sure the brochures are stacked neatly and that you have enough in stock. Ensure you have enough stationery to write on and use recycled paper to write a to-do-list throughout your shift. Ensure you have at least two pens on you at all times and that they are in perfect working order. Assisting guests to purchase Table Mountain tickets. Book tours and transfers for guests. Assisting guests to courier goods. Assisting guests to package their goods prior to couriering it. Assisting guests with online check-in. Assist in the investigation of guest complaints and queries. Taking responsibility for duties of the desk as well as your own. Prepares itineraries for guests prior to arrival and for in-house guests as required. Assisting the Guest Experience agents and Guest Experience Hosts with any difficulties they might encounter. Ensuring the Concierge department performs up to One&Only standard in accordance with the Kerzner guide to core competencies. Plan and coordinate with other departments all guest special requirements and requests and ensure information is updated in guest reservations. Ensure that the Concierge work area is always clean and tidy. Clean telephones, computer keyboard, mouse and screen before and after every shift. Wipe the Concierge desk, lamps and counter top to ensure it is dust free. Keep papers neatly stacked next to your station during your shift. Ensure the seating area in front of Concierge is neat and presentable, free of dirt, with pillows puffed and welcoming. Ensure you are logged into all platforms (Opera, Saga, Outlook, Dineplan, Alice, and any others as directed). Assist in ensuring brochures and maps are available on the desk. Plan and coordinate with other departments all guest special requirements and requests and ensure information is updated in the guest profile on the Property Management system (Opera, Saga and Alice). Ensure the Room Drop, Collections and Key register is completed correctly and always signed on collection. Check that all emails are replied to within 12 hours and filed correctly. Be meticulous in completing the daily check-list and ensure it is done during shift handover. Take ownership of the daily handover and ensure unresolved topics such as guest requests are actioned within 12 hours of the requested time. Assist with international and local newspaper requests. Utilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival. Review VIP codes and flag VIP arrivals. Ensure proper record keeping by updating the daily handover sheet, Concierge diary and daily activity sheet with relevant guest information and unresolved requests in a clear, concise manner. Provide helpful, friendly and prompt personalized telephone service to all guests (external and internal). Share knowledge and skills with other colleagues. Must report at least 10 minutes prior to the start of your shift to ensure a smooth handover. Assist the Concierge team in updating training documents and identify training needs within the department. Ensure all guest itinerary bookings are transferred to the Concierge diary, profiled in Opera and emailed to appropriate departments. Rooming of guests when necessary and assist with site inspections and show-rounds as required. General And Other Duties The above Job Description identifies key areas of responsibility and is not an all-encompassing description of duties and tasks. The description may be reviewed from time to time. Employees may be required to perform similar duties in other hotel areas as designated by Management. Employees will be required to attend training courses as required and continually strive for personal knowledge and skills improvement. Employees should be familiar with hotel policies on fire, hygiene, health, safety and emergency evacuation and participate in drills. Employees should adhere to the employee handbook and the regulations contained within. Employees should maintain a high standard of personal appearance and hygiene, with dress and attire meeting hotel requirements. Employees should render the highest level of courtesy and service to hotel guests at all times. Interpersonal Relationships Subordinates and other staff are dealt with in a polite and helpful manner at all times. Employee differences or disputes are settled quietly, away from guests and other staff where possible. Essential information required by the organization is accurately communicated and any differences of opinion are handled respectfully. Management is kept informed at an appropriate level of detail about activities, progress and results. Instructions from management are treated constructively and acted upon. Education or Certification Must be computer literate; knowledge of MS Office and Opera is essential. Advanced Diploma in Hotel Management or similar discipline. Must be able to work well under pressure and multi-task. Minimum 2 years experience as a Concierge in a five-star environment. Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential. Must be able to communicate in English with guests, co-workers and management. European language skills are advantageous. Flexibility with shift patterns to ensure support across operational hours; flexibility for overtime as required. Our brand is expanding, and we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit, delivering memorable experiences for our guests. #J-18808-Ljbffr