To oversee the Concierge operations in the absence of the Chief Concierge, including the bell desk and doormen, ensuring that the hotel standards and procedures are fully known and followed.
Prepare requisitions to ensure appropriate stock level for the smooth run of the Concierge operations.
Ensure proper coverage of the concierge at all times
Always be in the guest area to have a contact with the guests and to socialize, playing a Public Relations role.
To ensure that all in-house guests and/or visitors looking for assistance, personally, on the phone, fax or e-mail, are immediately attended and their requests are well responded at any time.
To monitor that both the arrival and the departure lists are updated, transportation and airport services are scheduled and respected and all the set-ups are according to guest requests and needs.
To monitor that all ambassadors provide prompt, updated and correct information about the city, locations, events, programs, traffic, weather, etc., and do the needful bookings, purchasing or arrangements.
To deliver messages, correspondence, parcels, mail, luggage, etc. are as per hotel standards and procedures.
To keep the lobby always free of baggage, trolleys and obstructing objects all the time and these items are safely stored.
To ensure that the privacy of the guests and the confidentiality of the information is respected.
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
To call the Chief Concierge, FOM, DOR or the HM for advice in serious cases or if an approval is required.
Compile report all guest comments or complaints
Strict control of room keys and section keys and ensure all movement keys are logged.
Maintain Guest History records accurately and all recurring guests are pre-registered
To prepare and present daily / monthly activity and revenue reports, ensuring correct guest and service billing.
To ensure that all ambassadors provide correct and prompt information about the outlets and promote the internal activities and events.
To conduct a daily line up briefing with the Concierge ambassadors to recapitulate tasks and activity.
To be an ambassador of the Concierge and of the hotel, in and outside the work place.
To personally greet and escort the guests rather than pointing out directions.
To ensure a proper use of the telephone etiquette as per Sofitel standards.
To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
To ensure uncompromising levels of cleanliness and maintenance through each ambassador s responsibility.
To respect schedules, terms and deadlines as agreed with the Management.
To ensure that all ambassadors are aware of the outlet timings and promote the internal activities and events.
To ensure that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.
To maintain an atmosphere of high morale and a happy working relationship among the team.
To keep the Chief Concierge up to date on ambassador performance.
To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
To carry out any other reasonable duties as assigned by the Chief Concierge and the Front Office Manager.