Greets and escorts guests upon arrival
and during check-out process
- Assists
all arriving and departing guests.
- Ensure
a smooth flow of traffic in front of the hotel.
- Unload
and load luggage from vehicles when required. Check taxis and guest vehicles for any
luggage left behind.
- Welcomes
guest and assists with baggage to the front desk
- Escorts
guests to their room; places baggage in the room
- Inspects
guest room for order and adequate supplies and describes amenities to
guest
- Leaves
guest with room key and welcome card
- Assists
guests with their luggage throughout their stay
- Stores luggage and issues claim checks as requested
- Facilitate
prompt customer check-out by assisting with guest luggage from room when
requested.
- Arranges
taxis for guests when required.
- Always
have an umbrella accessible to assist guests to and from the entrance and
their vehicle when required.
- Promotes
the hotel by inviting guests to come again.
Assists guests throughout their stay
- Provide courteous and prompt service to guest requests
and enquiries.
- Keep up to date with any changes to facilities within
the hotel
- Provide guests with a vast knowledge of city
attractions and activities.
- Promotes
the hotel and area services and attractions
- Responds
to customer inquiries for information
- Arranges
for local ground transportation
- Delivers
phone messages, mail or packages, faxes, flowers, etc. to guest rooms
- Collects
and returns outgoing laundry and dry cleaning
- Pages
customers in lobby or other areas of hotel as needed
Maintains the upkeep and appearance of
the hotel lobby and entrance
- Maintains
the upkeep and appearance of the hotel lobby and entrance, performing
light cleaning as required.
- Maintains
newspaper stands.
- Replaces
promotional items as needed.
- Perform
other duties as required by Chief Concierge, Executive Assistant Manager
or any other duty managers.
Contributes to the
overall security of the hotel by reporting unusual occurrences to security:
- Reports
entrance of unauthorised, undesirable or suspicious people to Manager on
Duty.
- Notifies
security of potential security problems with customers.
- Turns
lost articles to ‘Lost Property’.
- Exhibits
knowledge of all hotel emergency procedures.
- Keeps
entrance clear of cars.
- Reports
burnt out lights and dysfunctional elevators to Engineering.
- Ensure
hotel vehicles are well maintained.
Creates 100%
guest satisfaction by providing the Yes I Can! experience through performance
that demonstrates the standards of, genuine hospitality and exceeding guest
expectations
·
Gives personal attention, takes personal
responsibility and uses teamwork when providing guest service
·
Listens, apologizes with empathy, finds a
solution and follows through when resolving guest problems
·
Provides Yes I Can! genuine hospitality and
teamwork on an ongoing basis
·
Assumes the responsibility to notice when the
guest is not satisfied and uses their best judgment as to when it is
appropriate to use the 100% Guest Satisfaction
·
Performs other duties required to provide the
service brand behavior and genuine hospitality
Adheres to hotel
policies and procedures:
- Attends
work on time and as scheduled.
- Follows
hotel grooming, hygiene and dress standards.
- Minimise
safety hazards by following all safety rules and procedures.
- Keeps
immediate manager promptly and fully informed of all problems or unusual
matters of significance.
- Performs
all duties and responsibilities in a timely and efficient manner in
accordance with established company policies and procedures to achieve the
overall objectives of this position.