Concierge Agent RAFFLES

PURPOSE OF POSITION

To provide accurate information concerning hotel facilities, venues and functions and to handle all guest inquiries.

KEY ROLES & RESPONSIBILITIES

• 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 Raffles Behavioural Standards

PERSONAL ATTRIBUTES

• Good English language verbal communication skills
• Ability to work cohesively with co-workers and managers as part of a team
• Ability to be attentive to guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with hotel residents and patrons
• Ability to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment

QUALIFICATIONS

• Secondary/High School education

EXPERIENCE

• Minimum two years experience as a Concierge or in a related position