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    • concierge - Cape Town - Fempower

    Fempower
    Fempower Cape Town

    1 month ago

    Default job background
    Description

    Job Title: CONCIERGE

    To ensure the smooth and efficient operation of the Concierge department, coordinating with various other departments to provide personalized, prompt, and flawless service to all guests. This position will also serve as a 'One Point Contact' for all in-house guests, handling requests, complaints, or feedback.

    Main Duties/Responsibilities:

    • Supervise bell staff for seamless guest arrival and departure, luggage handling, and follow-up on guest requests.
    • Provide accurate information to guests in a courteous manner, fulfilling their reasonable requests and requirements, anticipating their needs.
    • Take messages for in-house or arriving guests, following procedures with an emphasis on accuracy and proper follow-up.
    • Handle incoming and outgoing mail, packages, and faxes properly.
    • Stay informed about city activities, such as theatre, arts, exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc., and establish contacts to provide information, ticketing, reservations, etc. for guests.
    • Recite hotel services, hours of operation, key personnel, hotel policies, etc.
    • Inform the Head Concierge and Senior Management of any guest concerns or complaints, and actions taken.
    • Maintain the Concierge Desk and storage areas in an orderly manner, directing bell and door staff in lobby maintenance.
    • Assist in reconciling charges originating from the Concierge Desk (limousines, car rentals, flowers, tours).
    • Work closely with Valet Parking associates for smooth guest and customer vehicle handling.
    • Collaborate with bell attendants for seamless guest luggage handling, message delivery, and special requests.
    • Display high integrity and professionalism when dealing with guests, employees, and outside contacts.
    • Ensure assistance is provided to all customers and guests throughout their stay (reservations, booking tours, checking flights).
    • The concierge should develop relationships with restaurants and tour operators to facilitate guest request fulfillment.
    • Work safely, avoiding harm or injury to self or others.
    • Be involved in Health & Safety within the department, ensuring compliance and executing directives.
    • Anticipate potential hazards and conditions, correcting them or preventing them from occurring.
    • Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language, and conduct.
    • Continuously strive to improve department efficiency and knowledge of own job function.
    • Implement the Tata Code of Conduct effectively.
    • Follow work-related instructions given by superiors/management efficiently.

    Knowledge & Skills:

    • Proficiency in Front Office tasks.
    • Good networking skills.
    • Organizing skills.
    • Computer system operation skills (Microsoft Office & Amadeus).
    • Calmness and composure in difficult situations.
    • Guest memory and preference recall.
    • Understanding of travel and tourism.
    • Excellent time management and problem-solving skills.

    Experience & Qualifications:

    • 2-3 years in a similar position in comparable hotels.
    • Graduates from reputable hotel management schools.
    • Valid PDP driver's license.
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