Concierge

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THE IMPACT OF THIS ROLE 

Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently. Inform guests of hotel services, features and room amenities. Attending to immediate needs of VIPs upon arrival and paying attention throughout their stay.

KEY RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of:

• all hotel features/services, hours of operation.
• all hotel restaurant food concepts, menu price range, dress code and ambiance.
• all hotel room types, numbers/names, layout, appointments, amenities, and locations.
• all hotel room rates, special packages and promotions.
• daily house count and expected arrivals/departures (particularly VIPs).
• scheduled daily group activities, names, and location of meeting/banquet rooms.
• local events, attractions, holiday schedules.

• Obtain department keys; ensure security of such.

• Arrive at your respective assigned working locations, ready to commence work at your designated starting times. 
• Maintain professional appearance and follow the personal grooming and uniform standards. 
• Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc. 
• Meet with departing Concierge to review business status, follow up items and any guest related pending tasks.

• Access all functions of computer system in accordance with departmental specifications.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Legibly complete requisition for additional supplies/materials and submit to Front Office Manager.
• Maintain updated resource materials on all vendors and information to accommodate guest requests.
• Review designated in-house guest list and be familiar with guests' names and room locations.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Document all guests’ requests, complaints or problems and action accordingly. Follow up with appropriate department to ensure completion & guest satisfaction and report to the MOD. 

• Coordinate guest requests with designated vendors which may include but not limited to:

• Room accommodations
• Airline reservations, changes, cancellations
• Transportation from hotel to airport and return
• Bus/train transportation
• Limousine reservations
• Car rentals

• Car repair and servicing
• Charter flights/rentals
• Babysitting services
• Banking/financial services
• Business center services/fax or telex services/mailing and delivery services
• Interpretation services
• Notary services
• Restaurant reservations, nightclub activities
• Dry cleaning, laundry, alterations, repairs
• Film processing
• Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
• Formal wear rentals
• Flowers
• Salon appointments
• Shoeshines and repairs
• Shopping services
• Movie/theater/attraction tickets
• Sightseeing tours
• Medical services
• Religious services

• Legibly document all pertinent information in guest request log(s). Monitor and update logbook(s) throughout the shift.
• Document all guests requests and follow up with appropriate department to ensure completion and guest satisfaction.
• Place orders for amenities and coordinate delivery of amenities to designated guest rooms. 
• Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
• Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
• Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.
• Assist guests in locating and retrieving lost luggage.
• Distribute all guest and departmental mail.
• Monitor, send and deliver guest faxes.
• Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities. 
• Telephone newly registered guests after check-in to establish guest needs and satisfaction. Follow up on any guest requests
• Adhere to all cashiering procedures:

• Compile all third-party invoices such as transportation, flowers, etc. in a timely manner to be posted in guest’s folio.
• Process miscellaneous charges.
• Collect payments.
• Post charges.
• Run closing reports.
• Complete designated cashier reports.
• Balance reports.
• Drop receipts.

• Take, record and relay messages accurately, completely, and legibly.
• Accept and record wake-up call requests; deliver to PBX.
• Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan.
• Report to the MODs any other relevant information or incidents during the shift operations.
• Perform all other duties assigned by management as required.

CRITICAL SKILLS & QUALIFICATIONS 

• Experience: Minimum three years’ experience as a Concierge or a similar capacity for a luxury or ultra-luxury hotel.

• Education: High school diploma.

• General Skills: Must be able to perform job functions with attention to detail, speed, and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills: Les Clefs d’Or membership (one or two keys) or must be actively working towards membership. Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings. 

• Language: Required to speak, read, and write English. Additional language is an asset.

• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications: Les Clefs d’Or membership (one or two keys) or must be actively working towards obtaining membership.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Others

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.
  The pay scale for this position is between $25.45/hour to $33.93/hour. This is the pay range for this position that the Hotel reasonably expects to pay.