Concierge
The knowledge of a great Concierge is the expectation of our Owners and Guests when staying at our Lodge. your ability to anticipate guest needs and make informed suggestions will ensure they have a truly memorable stay. Acting as a liason between Owners, Guests, internal departments, and external vendors, you help ensure not only the Owners and guests enjoy their Lodge experience but assist in making all requests as seamless as possible.
What is in it for you:
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and the opportunity to earn qualifications while you work
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
What you will be doing:
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:
Assist guests with all inquiries, both hotel and non-hotel related
Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are known
Maintain good relationship with Airport Concierge
Maintain good relationship with retailers and other service providers within the vicinity and ensure that information on their promotions are up to date
Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events
Maintain adequate supplies of forms and brochures and ensure they are presented in line with the hotel’s operating standards
Consult Log Book for information/requests left by outgoing shift
Manage incoming guest mail, messages, facsimiles and special deliveries
Manage all transportation requests
Manage outgoing guest mail, courier services and parcel postage as requested by guests
Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed
Receive telephone calls and take messages for guests who are out
Conducts all of the above in accordance with the hotel’s policy, while adhering to Fairmont brand Standards
Your experience and skills include:
Skilled in Front Office operations and supervision with the ability to work in a multicultural and diverse environment
Minimum 3 – 5 years’ relevant experience with at least 2 year at a Guest services
Penchant for customer service and effectively manage guest complaints
Ability to train and manage a dynamic team
Excellent English communication skills; both verbal and written
Knowledge of Micros or similar POS systems, Opera or similar PMS systems and Microsoft Software
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