Concierge Agent

Job Description

• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, prepare and review written documents accurately and completely and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Co-ordination with any internal departments as & when the need arises. 
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Concierge department in conjunction with the Rooms Division Manager / Director of Rooms, Director of HR and the L & D Manager.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.
• Carry out any other reasonable task (which may not be stated here) as requested.

Qualifications

• Good English language verbal communication skills 
• Ability to work cohesively with co-workers and managers as part of a team
• Ability to be attentive to guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with hotel residents and patrons
• Ability to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment
• Preferably have experience in the same role in a 4-5 star hotel

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21