1.Ensures that all Concierge employees deliver the brand promise and provide exceptional guest service at all times.
2.Ensures that Concierge employees provide excellent service to internal customers as appropriate.
3.Ensures that all Concierge and Bell Desk employees are aware of current promotions, policies and other important information.
4.Ensures that all Concierge and Bell Desk employees are familiar with the hotel’s products and services.
5.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
6.Personally and frequently verifies that guests are receiving the best possible service.
7.Spends time in Concierge and Bell Desk areas during peak periods to ensure that the area is managed well by the respective team and deliver the brand promise.
8.Establishes a rapport with guests maintaining good customer relationship.
9.Maintains positive guests and colleagues interactions with good working relationships.
10.Ensures all employees provide a courteous and professional service at all times.
11.Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.
12.Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner.
13.Ensures speedy, accurate and efficient telephone and message service at all times.
14.Ensures that communication and co-ordination of all Departments, with particular emphasis on the interaction between Concierge and Front Desk, Sales, housekeeping, Maintenance, Telephone, Security are smooth and efficient. .
15.Responsible for the provision of friendly and efficient service to all guests.
16.Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
17.Establishes a rapport with guests, maintaining good customer relationship.
18.Exemplifies and instils upon the employees the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
19.Ensures cleanliness and maintenance of the Concierge counter, equipment and storage.
20.Ensures operating equipment is maintained in good working order and to report maintenance requirements.
21.Personally and frequently verifies that guests, employees and members of the public utilising the Concierge services are receiving service in line with Hyatt International standards.
