Job Description

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Job summary -

Provide exceptional service to guests by coordinating all guest requests for special arrangements or services. Serves as ambassador for RMOTC and RHR. Serves as information center for all guest questions and requests and educates the guest on hotel services and city offerings. Escorts VIPs to assigned guestrooms, informing guests of hotel services, features and room amenities. Attends to immediate needs of VIPs upon arrival and follow through attention throughout stay.

Essential Duties and Responsibilities – (Key Activities)

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended

• Anticipate guests’ needs, respond promptly and acknowledge all guests.

• Maintain positive guest relations.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

• Maintain complete knowledge of:

all hotel features/services, hours of operation.

all hotel restaurant food concepts, menu price range, dress code and ambiance.

all hotel room types, numbers/names, layout, appointments, amenities and locations.

all hotel room special packages and promotions.

daily house count and expected arrivals/departures (particularly VIPs).

scheduled daily group activities, names and location of meeting/banquet rooms.

local events, attractions, holiday schedules.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

• Obtain department keys and beeper; ensure security of such.

• Meet with Supervisor/departing Concierge to review business status and follow up actions.

• Access all functions of computer system in accordance with departmental specifications.

• Set up work station with necessary supplies; maintain cleanliness throughout shift.

• Maintain appropriate par levels of supplies/materials needed for Concierge Desk.

• Maintain updated resource materials on all vendors and information to accommodate guest requests.

• Attend Rosewood Daily Review meeting. Review guest arrivals and ensure all requests are scheduled/addressed.

• Answer department telephone using correct salutations and telephone etiquette.

• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.

• Coordinate guest requests with designated vendors which may include:

Room accommodations

Airline reservations, changes, cancellations

Transportation from hotel to airport and return

Bus/train transportation

Limousine reservations

Car rentals

Car repair and servicing

Charter flights/rentals

Babysitting services

Banking/financial services

Business center services/fax or telex services/mailing and delivery services

Interpretation services

Notary services

Restaurant reservations, nightclub activities

Dry cleaning, laundry, alterations, repairs

Film processing

Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities

Formal wear rentals

Flowers

Personal shopping services

Pet services

Salon appointments

Shoe shines

Shopping services

Movie/theater/attraction tickets

Sightseeing tours

Medical services

Religious services

• Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout the shift.

• Place orders for amenities and coordinate delivery of amenities to designated guest rooms.

• Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.

• Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.

• Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.

• Assist guests in locating and retrieving lost luggage.

• Distribute all guest and departmental mail.

• Monitor, send and deliver guest faxes.

• Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.

• Manage all spa treatment requests for guests – scheduling, assigning of therapists, confirming with guests and follow-up to ensure satisfaction.

• Contact guests prior to arrival to ascertain any special needs. Follow up on any guest requests.

• Ensure all services (transportation, flowers, spa treatments, etc.) are charged to guest’s folio. Research any pending/outstanding issues.

• Network with local venues, restaurants and service companies to ensure guests receive exceptional service

• All other duties as required.

This list of essential functions is not exhaustive and may be supplemented as necessary.

Experience -

• Minimum one year experience in a similar capacity for a luxury or ultra-luxury hotel. Les Clefs d’Or golden keys a plus.

• Experience and working knowledge of Go Concierge, Opera and Lotus Notes a plus. Foreign language skills a plus.

General Skills -

• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills -

• Detailed knowledge of area airports, restaurants, theaters, shopping, entertainment venues, directions

• Exceptional guest relations skills

• Multi-tasking skills

• Exceptional organization skills

• Computer proficiency

• Effective communication skills

• Ability to remain calm and collected in pressure situations

• Excellent problem solving skills

• Strong negotiation skills

• Excellent networking skills

• Flexible and accommodating

• Financial acumen

• Ability to creatively think on one’s feet

• Ability to stand for prolonged periods

• Ability to escort guests as needed

• Must have developed language skills to the point to be able to read and understand instructions, safety rules, etc.

Education or Certification -

• High school diploma; hospitality degree a plus

Language -

• Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements -

• Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 30 pounds, and satisfactorily communicate with guests and co-workers to their understanding.

Others –

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

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