Guest Service Associate (Concierge)

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Use equipment only as intended
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:a. All hotel features/services, hours of operation.b. All hotel restaurant food concepts, menu price range, dress code and ambiance.c. All hotel room types, numbers/names, layout, appointments, amenities and locations.d. All hotel room rates, special packages and promotions.e. Daily house count and expected arrivals/departures (particularly VIPs).f. Scheduled daily group activities, names and location of meeting/banquet rooms.g. Local events, attractions, holiday schedules.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Obtain department keys and beeper; ensure security of such.
• Meet with Supervisor/departing Concierge to review business status and follow up actions.
• Access all functions of computer system in accordance with departmental specifications.
• Set up work station with necessary supplies; maintain cleanliness throughout shift.
• Legibly complete requisition for additional supplies/materials and submit to Manager.
• Maintain updated resource materials on all vendors and information to accommodate guest requests.
• Review designated in-house guest list and be familiar with guests' names and room locations.
• Answer department telephone using correct salutations and telephone etiquette.
• Accommodate all guest requests expediently and courteously.
• Follow up with designated hotel personnel to ensure completion of request.
• Coordinate guest requests with designated vendors which may include:a. Room accommodationsb. Airline reservations, changes, cancellationsc. Transportation from hotel to airport and returnd. Bus/train transportatione. Limousine reservationsf. Car rentalsg. Car repair and servicingh. Charter flights/rentalsi. Babysitting servicesj. Banking/financial servicesk. Business center services/fax or telex services/mailing and delivery servicesl. Interpretation servicesm. Notary servicesn. Restaurant reservations, nightclub activitieso. Dry cleaning, laundry, alterations, repairsp. Film processingq. Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilitiesr. Formal wear rentalss. Flowerst. Salon appointmentsu. Shoe shinesv. Shopping servicesw. Movie/theater/attraction ticketsx. Sightseeing toursy. Medical servicesz. Religious services
• Legibly document all pertinent information in guest request log(s).
• Monitor and update log book(s) throughout the shift.
• Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
• Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
• Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
• Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.
• Assist guests in locating and retrieving lost luggage.
• Distribute all guest and departmental mail.
• Monitor, send and deliver guest faxes.
• Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies.
• Randomly inspect designated rooms weekly and complete necessary paperwork.
• Escort VIPs upon arrival to their assigned room.
• Inform guests of hotel services/features and room amenities.
• Telephone newly registered guests after check-in to establish guest needs and satisfaction.
• Follow up on any guest requests.
• Adhere to all cashiering procedures:a. Process miscellaneous charges.b. Collect payments.c. Make change for guests.d. Cash guests' personal checks/travelers checks.e. Post charges.f. Run closing reports.g. Count bank and secure bank.h. Complete designated cashier reports.i. Balance reports.j. Drop receipts.
• Set up, monitor, maintain and breakdown breakfast/afternoon tea/cocktail hour food and beverages.
• Take record and relay messages accurately, completely and legibly.
• Accept and record wake-up call requests; deliver to PBX.
• All other duties as required.

OSHAD RESPONSIBILITIES:

While at work, (and while on work premises) an associate shall:

• Take reasonable care of their own health and safety.
• Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work;
• Cooperate with full compliance with Hotel s developed OSHMS policies, OSHMS procedures & operational works instruction in order to protect the health and safety of the people.
• Report to immediate supervisor any situation which they have reason to believe could present a hazards and which they cannot themselves correct;
• Report all OSH incidents and work related injuries; and
• Not intentionally or recklessly interfere with or misuse anything provided (e.g. Equipment & machineries, PPE, etc.) at the Hotel s workplace in the interest of health, safety, welfare or protection or management of the workplace.
• Participate in conduct of OSH related planning and implementation in order to achieve the Hotel s OSH objectives, targets & program.
• Attend all training arranged by Hygiene, Health & Safety Manager such as OSH training, safety Induction, on the job training, tool box talks, etc.