Concierge

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THE ROLE

The Concierge is responsible for providing personalised solutions to all guests’ needs and requests. The Concierge is required to demonstrate a pleasant and approachable demeanor during daily duties, has a guest centric approach in service delivery, embody a spirit of team work and a sense of responsibility to uphold the Raffles Brand. In joining the team for a pre-opening journey, the Concierge has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

KEY ROLES & RESPONSIBILITIES

• Takes responsibility and ownership in creating personal connections through emotional luxury between Concierge and guests
• Arranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge
• Promotes in-house facilities and inter-hotel sales and maintains good inter-divisional relationships to ensure seamless guest journey
• Maintains communication channels with all departments of the hotel
• Curate concierge experiential journey and ensure adherence of service sequence
• Enforces PMS system etiquette and accuracy of administrative duties
• Ready to undertake all roles and functions of the Concierge Team
• Assists other hotel department functions when the need arises
• Maintain inventory levels and general upkeep of equipment and operating supplies
• Upkeep personal grooming standards, ensures discipline, and efficiency of duties
• Training and coordination with supporting departments
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Executes the annual upsell strategy and achieves all goals as set by management
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5-star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
• Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel
• Reports any suspicious behaviour of guests and staff to the Managers and Security

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE

• Possesses strong interpersonal skills and ability to communicate in second language
• Manages all guests/team members’ needs with equal drive
• Embodies a creative mind to curate new experiences whilst sourcing for the latest experiences in the region
• Carries an eye for detail and an approachable demeanor for all guests and team members
• Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism
• Self-driven approach to carry out assigned responsibilities
• Ensures security and confidentiality of guest and hotel information in accordance to company/country’s data security act
• Possesses good computer and property management system knowledge
• High level of integrity, enthusiasm, dedication for continuous improvement
• Embraces change and open-minded in a dynamic work environment
• Has an understanding of the middle eastern clientele and culture
• Has an understanding of key stakeholders in the luxury travel space