Job Description

Greets and escorts guests upon arrivaland during check-out process

  • Assists all arriving and departing guests.
  • Ensure a smooth flow of traffic in front of the hotel.
  • Unload and load luggage from vehicles when required. Check taxis and guest vehicles for any luggage left behind.
  • Welcomes guest and assists with baggage to the front desk
  • Escorts guests to their room; places baggage in the room
  • Inspects guest room for order and adequate supplies and describes amenities to guest
  • Leaves guest with room key and welcome card
  • Assists guests with their luggage throughout their stay
  • Stores luggage and issues claim checks as requested
  • Facilitate prompt customer check-out by assisting with guest luggage from room when requested.
  • Arranges taxis for guests when required.
  • Always have an umbrella accessible to assist guests to and from the entrance and their vehicle when required.
  • Promotes the hotel by inviting guests to come again.

    • Assists guests throughout their stay

  • Provide courteous and prompt service to guest requests and enquiries.
  • Keep up to date with any changes to facilities within the hotel
  • Provide guests with a vast knowledge of city attractions and activities.
  • Promotes the hotel and area services and attractions
  • Responds to customer inquiries for information
  • Arranges for local ground transportation
  • Delivers phone messages, mail or packages, faxes, flowers, etc. to guest rooms
  • Collects and returns outgoing laundry and dry cleaning
  • Pages customers in lobby or other areas of hotel as needed

    • Maintains the upkeep and appearance of
    the hotel lobby and entrance

  • Maintains the upkeep and appearance of the hotel lobby and entrance, performing light cleaning as required.
  • Maintains newspaper stands.
  • Replaces promotional items as needed.
  • Perform other duties as required by Chief Concierge, Executive Assistant Manager or any other duty managers.

    • Contributes to the
    overall security of the hotel by reporting unusual occurrences to security:

  • Reports entrance of unauthorised, undesirable or suspicious people to Manager on Duty.
  • Notifies security of potential security problems with customers.
  • Turns lost articles to ‘Lost Property’.
  • Exhibits knowledge of all hotel emergency procedures.
  • Keeps entrance clear of cars.
  • Reports burnt out lights and dysfunctional elevators to Engineering.
  • Ensure hotel vehicles are well maintained.

    • Creates 100%
    guest satisfaction by providing the Yes I Can! experience through performance
    that demonstrates the standards of, genuine hospitality and exceeding guest
    expectations

    · Gives personal attention, takes personal
    responsibility and uses teamwork when providing guest service

    · Listens, apologizes with empathy, finds a
    solution and follows through when resolving guest problems

    · Provides Yes I Can! genuine hospitality and
    teamwork on an ongoing basis

    · Assumes the responsibility to notice when the
    guest is not satisfied and uses their best judgment as to when it is
    appropriate to use the 100% Guest Satisfaction

    · Performs other duties required to provide the
    service brand behavior and genuine hospitality

    Adheres to hotel
    policies and procedures:

  • Attends work on time and as scheduled.
  • Follows hotel grooming, hygiene and dress standards.
  • Minimise safety hazards by following all safety rules and procedures.
  • Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
  • Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

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