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 at 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 :

all hotel features / services hours of operation. all hotel restaurant food concepts, menu price range, dress code, and ambiance. all hotel room types, numbers / names, layout, appointments, amenities, and locations. all hotel room rates, special packages, and promotions. daily house count and expected arrivals / departures (particularly VIPs). scheduled daily group activities, names, and locations of meeting / banquet rooms. local events, attractions, and holiday schedules.

Obtain assigned bank and ensure the accuracy of contracted monies. Keep the bank secure at all times. Meet with the Supervisor / departing Concierge to review business status and follow-up actions. Access all functions of a computer system in accordance with departmental specifications. Set up a workstation with necessary supplies; maintain cleanliness throughout the 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 the 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 :

Room accommodations Airline reservations, changes, cancellations Transportation from hotel to airport and return Bus / train transportation Limousine reservations Car rentals Car repair and servicing Charter flights / rentals Babysitting services Banking / financial services Business center services / fax or telex services / mailing and delivery services Interpretation services Notary services Restaurant reservations, nightclub activities Dry cleaning, laundry, alterations, repairs Film processing Sporting events, golf facilities, sport and athletic activities / rentals, outdoor activities, health club facilities Formal wear rentals Flowers Salon appointments Shoe shines Shopping services Movie / theater / attraction tickets Sightseeing tours Medical services 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. Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies.

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