Concierge Associate

Grand Mercure Bengaluru  Gopalan Mall managed by Accor is located near the heart of Bengaluru with close proximity to major techparks and key commercial & residential bubbles 212 Modern & Lavish rooms including 29 one and two bedroom suites with private terrace 10 elegant meeting spaces including a quaint alfresco and open terrace that can cater from 20 - 400 guests.

Features an all-day dining restaurant, cafe & alfresco, a fitness
centre, spa, swimming pool, an entertainment zone, library
lounge, art gallery and business centre

Prime Function:

• Responsible for handling guests’ luggage & greeting the guests as per guidelines & standard phrases.
• Perform all other assigned duties, and adhere to hotel’s standards of performance, appearance, and conduct.
• Responsible for providing courteous and competent services to the guests.
• Any matter which may effect the interests of the hotel should be brought to the attention of the Management.

Key Responsibilities:

People Management

• Effectively communicate any problem, challenges, complaints / feedback immediately to the duty manager
• Provide effective support to the team to enable them to provide a range of effective and efficient services.
• Respond to guest’s queries by resolving issues in a timely and efficient

            manner to ensure customer satisfaction.

Financial Management

• Identify optimal, cost effective use of the resources.

Operational Management

• Ensure to possess complete and thorough product knowledge of the hotel, their and the scope of services of the hotel provides.
• Ensure to handle the luggage in a courteous and efficient manner.
• Responsible for the timely and efficient delivery of services to the guests ensuring the highest standards of presentation at all times.
• Responsible and accountable for the correct, prompt and efficient handling and delivery of all guest messages and other items to guest rooms.
• Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• Possess knowledge of the Fire and Emergency procedures of the hotel.
• Responsible and accountable for the loading and unloading of guest luggage from guest cars.
• Accept and monitor luggage for safekeeping or storage in the office according to established procedures.
• Responsible for transferring luggage to and from guests rooms, parking area and assisting guests as necessary in a friendly, professional and efficient manner.
• Ensure to convey a sense of the guest's importance and project a professional environment which reflects hotel’s commitment to customer service.

Other Terms & Conditions

• a. During the course of your employment with the Hotel you may be required to stay back or work extended hours as and when the need arises during hotel operations against the responsibility assigned to you.
• b. You might be required to do night shifts or be flexible to work in any shift as per the requirement of the department or the hotel.

• Diploma / Degree in Hotel Management, Hospitality Management, or Tourism

• Graduate in any discipline (preferred in hospitality background)

• 0–2 years of experience in Front Office / Guest Services (for entry-level)

• Prior hotel or customer service experience preferred