Job Description

SUMMARY

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The Concierge Agent is responsible for delivering exceptional, personalized service to hotel guests, ensuring their stay is memorable, comfortable, and seamless. Acting as the primary point of contact for guests, the concierge anticipates needs, handles requests, and provides expert recommendations on local attractions, dining, and entertainment. This role requires professionalism, strong communication skills, and a deep knowledge of the hotel's services and the local area.

KEY RESPONSIBILITIES

Guest Assistance

: Welcome guests with warmth and professionalism, addressing inquiries and offering tailored recommendations for dining, entertainment, cultural activities, and local attractions.

Reservations and Bookings:

Arrange restaurant reservations, spa appointments, theater tickets, tours, and other experiences based on guest preferences.

Transportation Coordination:

Organize transportation services, including airport transfers, taxis, limousines, or car rentals, ensuring timely and reliable arrangements.

Guest Issue Resolution:

Handle guest complaints or special requests promptly and effectively, liaising with other hotel departments (e.g., housekeeping, front desk) to resolve issues.

Local Expertise:

Provide detailed information about the local area, including directions, event schedules, and insider tips to enhance the guest experience.

Event Planning:

Assist with organizing special events, such as private dinners, meetings, or celebrations, coordinating with vendors and hotel staff.

Concierge Desk Management:

Maintain an organized and efficient concierge desk, managing guest requests, phone calls, and administrative tasks.

Upselling Services

: Promote hotel amenities, packages, and partner services to enhance guest experience and contribute to revenue goals.

Record Keeping:

Track guest preferences, special requests, and interactions in the hotel's managementsystemtoensure personalized service to reap guests.

Experience Needed

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KEY COMPETENCIES

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Alongside with the fundamentals of the brand service culture, the incumbent will be required to demonstrate the below competencies:

Excellent communication Exceptional service delivery Teamwork Flexibility Accountability Integrity "Can do" attitude Excellent grooming standards

BACKGROUND

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We hire for attitude and competencies, and train for skills! Previous experience in customer service or hospitality

Required Skills

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Soft skills

Teamwork, Detail Oriented

Customer service

Customer Experience

Values

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Integrity, Fun, Accountability, Care, Inclusive

Benefits

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Staff accommodation, Staff transportation, Learning & development programmes, Length of service benefits