- Responsible for providing accurate information concerning hotel facilities, venues and functions and handling guest inquiries. Supervises the issue of keys, mail, messages, telegrams and parcels to the guests
- Oversees and directs all aspects of the Concierge and Bell service operations
- Lead the coordination of any guests' needs, special requests, and inquiries to ensure superior service and value for our guests.Team Leadership: Supervise and train the concierge team to ensure they provide excellent service to guests, maintaining a high level of customer satisfaction.
- Supervise and oversee the activities of the Bell Desk and Concierge staff
- Provide guests with information about all hotel services, local attractions, restaurants, medical services, sightseeing tours, and other points of interest
- Prioritize recommending the hotel's own Food and Beverage outlets before suggesting external options, ensuring thorough knowledge of their operating hours and unique offerings
- Ensure the lobby is always kept in an orderly fashion and that ashtrays are kept clean
- Coordinates the paging of guests in the lobby, Food & Beverage outlets, and where considered appropriate by the Management
- Responsible for the maintenance of the hotel information directory (function board) and ensures that the information shown in current and accurate at all times
- Develop and maintain an efficient work schedule for Bell Services, coordinating holidays and vacations while considering occupancy forecasts and major group movements, particularly those with early or late arrivals and departures
- Ensures that all bell staff are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently
- Handle problems associated with guests and liaise with department heads or executive management in the absence of the
Assistant Manager.
- Assist guests with all inquiries, whether related to the hotel or external services
- Conduct effective shift briefings to ensure hotel activities and operational requirements are known
- Maintain detailed knowledge of the activities of the day and alert to any potential problems
- Maintain in-depth knowledge of significant events and locations in the city, including directions to key attractions, restaurants, theaters, shopping areas, cinemas, sports and recreational facilities, banks, consulates, transportation systems, and special events
- Works with Superior and Human Resources on manpower planning and management needs
- Works with Superior and Director of Finance in the preparation and management of the Department's budget
- Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
- Perform any other duties which may be assigned by the management from time to time
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Good writing skills
- Proficient in the use of Microsoft Office and Front Office System
