Concierge (Cape Town) at Sun International

Job Purpose

• The Concierge is responsible for being the point of contact for all guest queries, co-ordinating guest activity requests and providing exceptional, personalised customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering

Key Performance Areas

Prepared Work Station

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities

Co-ordinated Guest Activities

• Acknowledge and greet all guests with a friendly smile and  treat guests with respect at all times
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Attend promptly to customers' inquiries and assist them with co-ordinating activities during their stay including:
• Restaurant reservations
• Game drives
• Transport
• Sporting and entertainment activities
• Any other activity as is relevant to business unit facilities
• Provide feedback to guests with regards confirmation of arrangements or any challenges experienced
• Assist with answering the telephone at the concierge desk and porte cochere
• Handle guest complaints, and escalate when required.
• Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention. 
• Be present in the hotel lobby and maintain proper decorum at all times
• Promotes and upsells the facilities of the hotel and knows the surrounding areas when asked for directions

Planning

• Planning is generally on a daily to weekly basis within regular activity cycles.
• Work within set policy, procedures, system parameters and internal controls
• Manages one's time and resources to ensure that objectives are achieved effectively and on time

Decision making

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries

Problem solving

• Takes ownership of customer requests and requirements
• Follows laid-down policies and procedures at all times
• Operates within rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and applicable constraints
• Refers problems falling outside parameters to the team leader/manager for resolution

Requirements

Education

• Grade 12

Skills and Knowledge

• Dealing with Customers (including managing conflict) 
• Problem solving 
• Developing relationships 
• Checking 
• Collecting information 
• Verbally informing 
• Team Player 
• Presentable, courteous individual 
• Hotel Product Knowledge (facilities and activities) 
• Communication skills 
• Telephone skills
• Listening skills 
• Proficient computer skills (MS Office, Opera) 

Experience

• 2 years experience in a customer service environment, preferably in a hotel environment