Job Description

Job Title Concierge Agent

Description

POSITION DESCRIPTIONPosition : Concierge Agent (U.A.E Nationals) Department : Concierge Reports to : Assistant Chief Concierge PURPOSE OF POSITIONTo provide accurate information concerning hotel facilities, venues and functions and to handle all guest inquiries. KEY ROLES & RESPONSIBILITIESAssist guests with all inquiries, both hotel and non-hotel related Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are known Maintain good relationship with Airport ConciergeMaintain good relationship with retailers and other service providers within the vicinity and ensure that information on their promotions are up to dateMaintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special eventsMaintain adequate supplies of forms and brochures and ensure they are presented in line with the hotel's operating standardsConsult Log Book for information/requests left by outgoing shiftManage incoming guest mail, messages, facsimiles and special deliveries Manage all transportation requestsManage outgoing guest mail, courier services and parcel postage as requested by guestsMaintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followedReceive telephone calls and take messages for guests who are outConducts all of the above in accordance with the hotel's policy, while adhering to Raffles Behavioural StandardsPERSONAL ATTRIBUTESGood English language verbal communication skills Ability to work cohesively with co-workers and managers as part of a teamAbility to be attentive to guest needs, remaining calm and courteous at all timesAbility to promote positive relations with hotel residents and patronsAbility to exercise good judgment with difficult guestsUnderstanding and ability to work in a multi-cultural environmentQUALIFICATIONSSecondary/High School educationEXPERIENCEMinimum two years'experience as a Concierge or in a related position

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