Job Description

REQ13245 Attendant, Concierge (Open)

The Attendant Concierge is responsible for providing information on events, activities and services as well as assisting with all guest inquiries such as entertainment, events, directions, food and beverages, in accordance with the policies, procedures and standards of City of Dreams, Mediterranean.

PRIMARY RESPONSIBILITIES:

• Acquires extensive knowledge of products, services, hours of operation, events and facilities of City of Dreams, Mediterranean to ensure guests receive accurate and timely information
• Remains fully aware of all the activities taking place in the Hotel: functions, VIP/group movement, F&B promotions, etc
• Keeps abreast with local happenings and provides accurate information when asked
• Makes use of maps, information files, and drawings as needed
• Provides clear directions for all guests traveling outside the hotel
• Maintains all Forbes quality standards and procedures from guest’s pre-arrival, to guest’s arrival, to guest’s in-house stay to the guest’s departure
• Able to understand guest inquiries and provides appropriate guest responses
• Understands directions both to and from all points of interest
• Offers a warm, sincere and personalized welcome to all guests
• Ensures all interactions with guests are handled efficiently, professionally and with care to delight and gain loyalty adhering to hotel’s policies and procedures
• Provides courteous service to guests and respond promptly and tactfully to guest complaints, request and inquiries
• Coordinates luggage deliveries and collections
• Arranges for outside errands for guests such as pick-up / delivery of packages, passport formalities and re-validation of airline tickets
• Remains responsible for receipt, storage, and shipment of luggage and packages for guests
• Makes restaurant recommendations and reservations both in and outside of City of Dreams Mediterranean
• Maintains proper tracking systems for packages and loan items
• Looks for opportunities to sell and or upsells the hotel’s limo and other transportation services to our guests
• Attends daily briefings and monthly departmental meetings
• Obtains guest preferences to action on
• Maintains cleanliness and tidiness of the Concierge station, lobby area
• Ensures proper maintenance of all equipment in the Concierge areas
• Performs ability to ensure security and confidentiality of guest and hotel information and materials
• Ensures master keys are handled with the utmost care to ensure the safety of our guests
• Reports and turns over lost and found articles to the Housekeeping office, following required procedures at all times
• Reports accidents, injuries and unsafe work conditions to supervisors
• Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and /or limited per Hotel’s Emergency Procedures
• Performs other reasonable job duties as assigned by supervisors from time to time.

QUALIFICATIONS:

Experience

• 2-3 years’ experience as a Concierge in a 5 star luxury hotel
• Membership in the Les Clef Dor is not required but preferred

Education

• College degree or equivalent professional training

Skills / Competencies

• Ability to stand and/or walk for an extended period of time during the shift
• Ability to work on flexible shift, weekends and holiday on rotation basis as well as render overtime when needed
• Must be able to work indoors and be exposed to various environments such as fragrances
• Fluent in both written and spoken English
• Ability to carry heavy items (luggage) without losing composure (minimum 15Kg)
• Extrovert

PERPERSONAL COMPETENCIES:

• Achieves agreed objectives and accepts accountability for results
• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Communicates effectively
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable