Concierge

Job Purpose

The Concierge is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering.

Key Performance Areas

Prepared Work Station

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities

Co-ordinated Guest Activities

• Acknowledge and greet all guests with a friendly smile and  treat guests with respect at all times
• Interact with guests and provide professional service 
  standards and solutions to questions and enquiries
• Attend promptly to customers' inquiries and assist them with co-ordinating activities during their stay including:
   Restaurant reservations
   Game drives
   Transport
   Sporting and entertainment activities
   Any other activity as is relevant to business unit facilities
• Provide feedback to guests with regards confirmation of arrangements or any challenges experienced
• Assist with answering the telephone at the concierge desk and porte cochere
• Handle guest complaints, and escalate when required. 
• Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.  
• Be present in the hotel lobby and maintain proper decorum at all times. 
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions. 

Stakeholder Engagement

• Communicate and update the business unit and relevant departments, as well as external suppliers with regards special requests.
• Build effective internal and external relationships to ensure synergy of guest experience
• Follow up with internal departments to ensure that guest requests are met on time
• Liaise with suppliers in co-ordinating guest activities

Education

• Grade 12

Skills and Knowledge

• Hotel Product Knowledge (facilities and activities)
• Communication skills
• Telephone skills
• Listening skills
• Proficient computer skills (MS Office, Opera)

Experience

• 2 years experience in a customer service environment in a hotel environment 

Work conditions and special requirements

• Ability to work shifts that meet operational requirements
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements
• Knowledge of an additional language (relevant to market) is an advantage

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.