Job Summary<\/p>\n
\tUnder the leadership of the Head Concierge and direction of the Assistant Head Concierge, and within the limits of the hotel\u2019s policies and procedures, to provide prompt, efficient and responsive service to all guests prior to arrival, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. Create an unforgettable impression and project a favorable image of the resort at all times. To project an image of courteousness and hospitality while handling guest inquiries. 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.<\/p>\n
Key Duties and Responsibilities<\/p>\n
To action duties and responsibilities of the Concierge Department such as:<\/p>\n
\tRecommendation and booking of top Restaurants, Bars, Clubs, tours.
\n\tMake sure the brochures are stacked neatly and that you have enough in stock
\n\tMake sure you have enough stationery to write on and use recycled paper to write a to-do-list throughout your shift
\n\tEnsure you have at least two pens on you at all times and that they are in perfect working order
\n\tAssisting guests to purchase Table mountain tickets
\n\tBook tours and transfers for guests
\n\tAssisting guests to courier goods
\n\tAssisting guests to package their goods prior to couriering it.
\n\tAssisting guests with checking in on-line
\n\tTo assist in the investigation of guest complaints and queries.
\n\tTaking responsibility for duties of the desk as well as your own.
\n\tPrepares itineraries for guests prior to arrival and for in house guests as required.
\n\tAssisting the Guest experience agents and Guest experience Hosts with any difficulties they might encounter.
\n\tEnsuring that the Concierge as a department performs up to One&Only standard in accordance with the Kerzner guide to core competencies as in point 3 below.
\n\tPlan and coordinate with other departments all guest special requirements and requests and ensure information is updated in guest reservation.
\n\tEnsuring that the Concierge work area is always clean and tidy:
\n\tClean the telephones and computer key board, mouse and screen before and after every shift
\n\tWipe the Concierge desk, the lamps and the counter top to ensure that it is dust free
\n\tDuring your shift ensure that your papers are always in a neat stack next to your station
\n\tEnsure that the seating area in front of Concierge is always neat and presentable, that it is clear of dirt in all areas and that the pillows are puffed, that it looks welcoming.
\n\tEnsure that you are logged into all platforms; Opera, Saga, Outlook, Dineplan, Alice and any other as directed by Head Concierge.
\n\tAssist in ensuring that there are always the necessary brochures and maps available on the desk.
\n\tPlans and coordinates with other departments all guest special requirements and requests and ensures information is updated in the guest profile on the Property Management system \u2013 Opera, Saga and Alice accordingly.
\n\tEnsure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
\n\tCheck that all e-mails received are replied to within 12 Hours and filed correctly
\n\tTo be very meticulous in completing the daily check-list and check that it has been done during shift handover
\n\tTaking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned during your shift. \u00a0Handover topics are to be actioned within 12 hours of the requested time
\n\tAssist with International and local newspaper requests
\n\tUtilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival
\n\tReview VIP codes and flag VIP arrivals
\n\tUtilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival.
\n\tReview VIP codes and flag VIP arrivals
\n\tEnsures proper record keeping by updating the daily handover sheet, updating your Concierge diary as well as the daily activity sheet with relevant guest information and unresolved guest requests and queries in a clear, concise and understandable manner.
\n\tProvide helpful, friendly and prompt personalized telephone service to all guests (external and internal).
\n\tShare knowledge and skills with other colleagues.
\n\tMust report at least 10 minutes prior to the start of your shift in order to ensure that a smooth exchange of handover takes place
\n\tAssist the Concierge team in the updating of training documents.
\n\tAssist in the identification of any training needs within the department and communicate this to the Head Concierge.
\n\tEnsure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
\n\tRooming of guests when necessary
\n\tAssist with site inspections and show-rounds as required<\/p>\n
General and other duties<\/p>\n
\tThe above Job Description identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. \u00a0The Job Description may be subject to review from time to time.
\n\tThe employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
\n\tThe employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
\n\tThe employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
\n\tThe employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
\n\tThe employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel\u2019s requirements and do not detract from the desired image of the hotel.
\n\tThe employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.<\/p>\n
To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform<\/p>\n
Interpersonal Relationships<\/p>\n
\tSubordinates and other members of staff are dealt with in a polite and helpful manner at all times.
\n\tEmployee differences or disputes are settled quietly, away from other employees and guests.
\n\tEssential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
\n\tManagement is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
\n\tInstructions from management are treated constructively and acted upon.<\/p>\n
Education or Certification<\/p>\n
\tMust be computer literate, knowledge of MS Office and Opera is essential.
\n\tAdvanced Diploma, Hotel Management or similar discipline
\n\tMust be able to work well under pressure and be able to multi-task.
\n\tMust have experience as a Concierge in a five star environment for a minimum of 2 years.
\n\tBroad knowledge of the surrounding area, restaurants, bars and places of interest is essential.
\n\tOne must have the ability to satisfactorily communicate in English with guests, co-workers and management, to their understanding.
\n\tEuropean language skills will be advantageous
\n\tFlexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"One&Only Resorts","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At home in the world\u2019s most inspiring locations, hand-picked for exceptional beauty and unique cultural charm, One&Only Resorts and Private Homes are havens of outstanding style and service that place you in the heart of every fascinating environment. With incredible tailored experiences across be... read moreach, nature, and urban locations, and spectacular spaces to simply \u2018be\u2019; unforgettable moments begin at One&Only","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-32949","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/32949","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=32949"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=32949"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=32949"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}