Guest Service Officer-Concierge 30D25

The Guest Service Officer-Concierge plays a pivotal role in ensuring an exceptional experience for hotel guests by providing superior customer service and seamless assistance with their needs. As the face of the hotel, the officer is instrumental in creating a welcoming and memorable experience for guests by offering a wide range of services, including reservations, transportation arrangements, recommendations for local attractions, and handling special requests. The concierge must possess a deep knowledge of the hotel's amenities and the local area, maintaining an approachable and courteous demeanor at all times. This role requires excellent communication skills, problem-solving ability, and the capacity to manage multiple tasks efficiently while maintaining a genuine commitment to guest satisfaction.

Responsibilities

• Greet hotel guests warmly and provide hospitality-oriented assistance upon arrival.
• Coordinate guest requests for reservations into the hotel's dining establishments.
• Assist in organizing transportation arrangements, ensuring timely pick-up and drop-off.
• Provide knowledgeable recommendations for local attractions and dining options.
• Address guest inquiries, concerns, and complaints with prompt attention and care.
• Manage the concierge desk, ensuring it is well-stocked with brochures and maps.
• Conduct efficient check-ins and check-outs, ensuring all procedures are followed.
• Maintain up-to-date knowledge of hotel services and local destination offerings.
• Organize and facilitate the delivery of parcels and messages to guest rooms.
• Ensure accurate logging of guest service actions and maintain records as needed.
• Promote hotel loyalty programs and encourage guest enrollment as appropriate.
• Collaborate routinely with other hotel departments to ensure seamless operations.

Requirements

• Previous experience in hospitality or a customer service role is required.
• Strong interpersonal skills with a warm and engaging communication style.
• Exceptional organizational skills and the ability to multi-task efficiently.
• Fluency in English; additional language skills are considered an asset.
• Proficiency in using hotel management and reservation systems is beneficial.
• Flexibility to work shifts, including nights, weekends, and public holidays.
• Demonstrated ability to solve problems and provide solutions under pressure.