Concierge Agent

To provide accurate information concerning hotel facilities, venues, and functions, and to handle all guest inquiries.

Key Roles & Responsibilities

• Assist guests with all inquiries, both hotel- and non-hotel-related.
• Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are understood.
• Maintain a good relationship with the Airport Concierge.
• Maintain good relationships with retailers and other service providers in the vicinity, ensuring that information on their promotions is up to date.
• Maintain detailed knowledge of daily activities and key occurrences in the city/location, including directions to key points of interest, restaurants, theatres, shopping areas, cinemas, sporting and recreational facilities, banks, consulates, transport systems, and special events.
• Maintain adequate supplies of forms and brochures, ensuring they are presented in line with the hotel’s operating standards.
• Consult the logbook for information or requests left by the outgoing shift.
• Manage incoming guest mail, messages, facsimiles, and special deliveries.
• Handle all transportation requests.
• Manage outgoing guest mail, courier services, and parcel postage as requested by guests.
• Maintain the order and security of guest keys and other selected keys kept in the Front Office, ensuring the key issuance policy is followed.
• Receive telephone calls and take messages for guests who are out.
• Perform all of the above duties in accordance with hotel policies while adhering to Raffles Behavioural Standards.

Personal Attributes

• Strong verbal communication skills in English.
• Ability to work cohesively with co-workers and managers as part of a team.
• Ability to remain attentive to guest needs while staying calm and courteous at all times.
• Ability to promote positive relationships with hotel residents and patrons.
• Ability to exercise sound judgment when dealing with difficult guests.
• Understanding of and ability to work in a multicultural environment.

Qualifications

• Secondary/High School education
• Minimum two years’experience as a Concierge or in a related position