Job Summary
The Concierge Staff is responsible for delivering exceptional customer service to guests or clients by fulfilling requests and providing information about services, amenities, and the local area. They serve as the liaison between guests and various hotel or business departments and ensure a positive experience by offering tailored solutions to meet the needs of each individual.
Job Description
Guest Services:
- Greet guests and visitors in a professional, friendly, and courteous manner.
- Assist guests with check-in, check-out, and room assignments, if applicable, while ensuring all guest needs are addressed promptly.
- Provide information on hotel services, amenities, local attractions, events, and dining options, offering recommendations based on guests' preferences.
Booking and Reservations:
- Assist guests in making reservations for accommodations, transportation (taxis, shuttles, private cars), and dining at local restaurants.
- Coordinate and book special services, such as spa treatments, tours, or tickets to events, ensuring all arrangements meet guest expectations.
- Maintain records of all bookings and requests for easy reference.
Guest Requests and Problem-Solving:
- Handle and prioritize guest requests, ensuring timely delivery of services such as room service, wake-up calls, and extra amenities.
- Resolve guest issues or complaints effectively, ensuring a positive outcome and maintaining guest satisfaction.
- Follow up on guest requests to ensure that services were delivered according to their expectations.
Local Area Knowledge:
- Stay informed about local events, activities, and attractions to offer relevant and up-to-date recommendations to guests.
- Provide accurate directions and suggestions for shopping, dining, and entertainment, tailoring suggestions to guests’ preferences and needs.
Communication:
- Act as the main point of contact between guests and hotel or property management, ensuring smooth communication between departments.
- Communicate guest preferences and special requests to relevant departments (e.g., housekeeping, catering, maintenance) for seamless service delivery.
Security and Safety:
- Ensure the safety and security of guests by monitoring entrances, reporting any suspicious activity, and maintaining confidentiality.
- Follow all security and emergency procedures and protocols.
General Administrative Tasks:
- Maintain organized records of guest requests, reservations, and complaints, keeping detailed logs when necessary.
- Assist with clerical tasks, such as handling phone calls, processing payments, and maintaining inventory of brochures, maps, and promotional materials.
Keyskills
