Job Description

Lobby, Concierge

(21390)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world’s most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

JOB SUMMARY

The One&Only Reethi Rah Lobby Concierges will be responsible for the coordination and communication of all arrivals and departures, Luggage Handling, stock requests, a smooth arrival and departure process as well as for system procedures connected with Opera such as Check In, Check Out, Cashiering, Currency Exchange, Night Shift Functions and other allied Front Office functions. A Lobby Concierge will always project an image of courteousness and hospitality while handling guests. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service.

KEY DUTIES AND RESPONSIBILITIES

• Provides prompt, courteous, and efficient service to all guests, to achieve a high level of customer satisfaction.
• Assist guests in resort activity inquiries/requests.
• Ensure that established levels of guest service are always maintained within the Lobby area.
• Actively elicits guest feedback and preferences, regarding resort services and ensures action is initiated on the same to maximize guest satisfaction.
• Ensures guest errands are executed as directed.
• Provide information on hotel services and facilities, as well as local attractions and general inquiries as requested.
• Coordinate the guest’s arrival and departure, liaising with the airport team, Bell Assistants, third parties, and the transportation department. Communicate arrival and departure times to all concerned.
• Ensure that accurate Arrival and departure messages are shared on the WhatsApp group promptly.
• Ensure a member of management attends all arrivals and departures.
• Ensures welcome drink glasses are washed at the end of each day, face towels taken to laundry for washing, clean face towels are collected from laundry and are prepared ready for arrivals.
• Registration cards should be printed for each guest along with health a declaration form, and any disclaimers required such as Buggy disclaimers and Water Villa disclaimers for children below 12 years staying in water villas.
• Assist guests on arrival and departure, if required (check-in and check-out).
• Prepares accurate room folios/bills and ensures settlement of the same.
• Handles and is responsible for Front Office Cash float.
• Handles difficult situations effectively following resort policies and procedures.
• Ensures proper record keeping and documentation, as per statutory and organizational requirements.
• Ensures correct documentation of all transactions at the Front Office during Morning, Afternoon, and Night shifts.
• Ensures all Point-of-Sale bills are correctly slotted in the individual villa folders.
• Communicates promptly and efficiently guest complaints and compliments to Assistant Manager or Manager Concierge.
• Responsible for raising store requisitions for administration items such as luggage tags, room keys, O&O water, etc., and collection of the same for the Lobby Area.
• Follow up with the Host to ensure to collection of all relevant reservation documents during check-in as well as to ascertain the correct guest’s name contact details, and email address as mandatory in the system.
• Ensures to confirm the mode of payment and secure credit card authorization upon check-in.
• Ensures to check the credit limit and inform the management should guests exceed the credit limit.
• Coordinate with the concierge and ensure Villa moves are done on the opera promptly.
• Prepare Invoices for upgrades and extensions.
• Prepare Departure Letters for guests.
• Prepare a Refund Request for any unused balance.
• Cancel any unused Pre-authorizations.
• Ensures proper handovers are always given to the team by communicating in person, via the social platform designated for Lobby Concierge, and by updating the Daily Handover Sheet.
• Prepare Daily Event Cover Sheet, compile all the reports required for ‘The Daily” and email them to all concerned departments.
• CIP lounge booking requests are attended to, and recorded on the Excel Master file and charges should be posted accordingly.
• Assists and monitors the Host with the check-out procedure.
• Ensure Emails are attended promptly.
• Attends compulsorily daily operations meetings and room division meetings.
• Maintains flexibility during operations as and when required.
• To perform all other jobs related to your scope of work, as requested by your superiors or other Managers.

SKILL EXPERIENCE & EDUCATIONAL REQUIREMENT

• Guest Driven
• Team player
• Flawless Communicator
• Passionate
• Well Organized
• Luxury Service
• Detail Oriented

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.