Job Scope Summary:
As a Concierge you are responsible in handling the guest’s luggage’s, couriers, and welcome all guests at the entrance of the Hotel. To provide any services that may be requested by the guests and to ensure that information is readily available, to deliver exceptional experiences to guests.
Key Responsibilities:
- Luggage Assistance: Greet guests upon arrival and assist them with transporting luggage to and from their rooms. Handle luggage carefully and ensure it is safely stored or delivered to the guest's room. Security and procedures are to be followed, coordinate with the Front desk staff if the guest is checking in or offer assistance and carries baggage on room change.
- Parcels, Courier Handling & Newspaper Request: To delivers messages, parcels, packages, mail and faxes to the guests’ room promptly, handles parcel wrapping, to send newspapers to guest room when requested.
- Transportation Services: To arrange transportation for guests, such as calling taxis, E-hailing vehicle, scheduling shuttle services, buggy transit, or providing directions to public transportation options. Assist guests with loading and unloading luggage into vehicles, maintain cleanliness and organization of hotel transportation vehicles.
- Guest Service: To Offer a warm welcome and provide excellent customer service to guests throughout their stay. Address guest inquiries, concerns, and special requests promptly and professionally. Anticipate guests' needs and offer assistance proactively, to provide information about hotel facilities and services. Accompany the guest to the room and explain all facilities in the room.
- Local Knowledge & Information: Serve as a knowledgeable resource about the hotel's amenities, services, policies, and local area. Provide directions, maps, and information about nearby attractions, transportation options, and cultural activities. Stay updated on current events, promotions, and special offers in the surrounding area.Must be well informed of the daily functions and activities in the Hotel as well as the Hotel product knowledge
- Reservation Management: To provide recommendations for dining, entertainment, and local attractions. Make restaurant reservations, book tickets for shows or events, and arrange tours or activities for guests. Manage reservations for guests, including dining reservations, spa appointments, and recreational activities. Coordinate special requests and ensure they are fulfilled, such as room preferences, special occasions, or dietary restrictions. Handle changes to reservations and cancellations promptly and efficiently.
- Physical Requirements: Possess the physical stamina to lift and carry heavy luggage. Stand and walk for extended periods, often in varied weather conditions if working outside. Maintain a neat and professional appearance at all times, including wearing the hotel's uniform and name tag. Ensure high standards of personal presentation and grooming.
- Communication: Communicate effectively with guests, colleagues, and external vendors to coordinate services and fulfill guest requests. Collaborate with other hotel departments, including front desk, housekeeping, and maintenance, to ensure seamless guest experiences. Maintain clear and concise records of guest interactions, requests, and preferences.
- Safety, Security & Maintenance: To Keep an eye for potential “skippers”. Maintain a vigilant eye on guests and their belongings to ensure safety and security. Report any suspicious activities or safety hazards to the appropriate person in charge. Follow established procedures for handling lost and found items and to carry out any duties and responsibility assigned by the Management from time to time. Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests. Assists all guest with luggage storage, ensuring the proper handling, storage, security and procedures are followed. Buggies, wheelchairs, umbrellas, que-ropes, signage stand, bicycles & luggage trolleys are to be well maintained. Report to the Chief Concierge or Bell Captain of any unusual situation occurring in the Lobby and floor area.
- Additional Responsibilities: To check on stock par, items inventory & to order on monthly basis. Attend training sessions to enhance job skills and knowledge of hotel policies and procedures and overall, a Concierge is to provide guests with positive experience and exceptional attentive service during their stay as representing the hotel with professionalism and hospitality.
Job Types: Full-time, Permanent
Pay: From RM1,800.00 per month
Benefits:
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Supplemental Pay:
- Overtime pay
- Yearly bonus
Work Location: In person