Concierge Agent

- Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. - Respond to special requests from guests with unique needs and follow up to ensure satisfaction. - Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. - Answer, record, and process all guest calls, messages, requests, questions, or concerns. - Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems. - Review shift logs/daily memo books and document pertinent information in logbooks. - Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. - Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. - Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. - Speak with others using clear and professional language, prepare and review written documents accurately and completely and answer telephones using appropriate etiquette. - Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. - Comply with quality assurance expectations and standards. - Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). - Maintain awareness of undesirable persons on property premises - Maintain confidentiality of proprietary materials and information. - Follow company and department policies and procedures. - Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. - Co-ordination with any internal departments as & when the need arises. - Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur. - Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Concierge department in conjunction with the Rooms Division Manager / Director of Rooms, Director of HR and the L & D Manager. - He/she is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility. - Assumes responsibility of Duty Manager when scheduled to do so. - Other duties as assigned. - Carry out any other reasonable task (which may not be stated here) as requested.

- Good English language verbal communication skills - Ability to work cohesively with co-workers and managers as part of a team - Ability to be attentive to guest needs, remaining calm and courteous at all times - Ability to promote positive relations with hotel residents and patrons - Ability to exercise good judgment with difficult guests - Understanding and ability to work in a multi-cultural environment - Preferably have experience in the same role in a 4-5 star hotel

What is in it for you:

- Employee benefit card offering discounted rates at Accor worldwide - Learning programs through our Academies - Opportunity to develop your talent and grow within your property and across the world! - Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21