6 months ago
To ensure a smooth, prompt and effective service to all guests. All guests are to be attended to according to their individual needs and the service will be conducted in line with all IC standards. Assisting concierge in order that house rules are enforced, delegating tasks to luggage porters, page boys and doormen.At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:• Be charming by being approachable, having confidence and showing respect.• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
DUTIES AND RESPONSIBILITIES
GUEST EXPERIENCE• Interact with guests as well as individuals outside the hotel including but not limited to travel industry representatives, competitors, suppliers, contractors and other members of the local community.• As a team player, also carry out any other reasonable requests and activities associated with ensuring we exceed the expectations of our guests and the successful running of the department and hotel.• Demonstrate service attributes in accordance with industry expectations and company standards including:o Being attentive to Guests o Accurately and promptly fulfilling Guests requestso Anticipate Guests needso Maintain a high level of knowledge which affects the Guest experienceo Demonstrating a ‘service’ attitude o Taking appropriate action to resolve guest complaints• Continually monitor guest satisfaction• Update and maintain guest profile history• Must be “In the Know”. Have available for guests information about hotel services, places of interest, doctors, sightseeing tours and any other information of interest• Arrange theatre tickets• Provide guests with information on outside facilities• Arrange to meet guests at the airport, pier, etc• Responsible for receipt, storage and shipment of baggage for guests• Arrange for outside errands requested by guests• Handle all guests services such as mail, keys, postage, messages, courier packs and paging• Aware of all activities taking place in the hotel• Provide transportation and other services offered by the hotel which require outside assistance• Arrange car rentals• Arrange radio, TV, typewriter and other equipment rentalsPEOPLE• Concierge stores are kept properly stocked, not allowing the desk to run low on guest supplies• Carry out departmental training• Facilitates Open Communication by soliciting ideas and feedback from team members. Ensuring participation in daily/weekly operational meetings and always has input and feedback for the team.• Builds Support for Change - Responds to changes in the workplace professionally and positively.• Builds Relationships – Works well in a diverse team to meet expectations. Is able to achieve departmental goals and contributes to a positive environment where everyone wants to do an exceptional job. • Takes part in training activities as directed by his or her supervisor.• Acts with Integrity – Always keeps their direct supervisor apprised of what is going on in their departments. Communicates all information in a straightforward and honest manner. Providing exceptional service and able to protect and promote the culture of our company and of the hotel.• Is a natural motivator and has the ability to inspire others. – Recognises and celebrates team successes and milestones. • Has a positive attitude and genuine welcome towards people.• Actively listens and is able to understand and work effectively with people of different views, perspective and culture.• Customer focused, dedicated and always going the extra mile.
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS• Ensure all Revenue opportunities are utilised and promoted throughout the hotel to maximise hotel revenues• Apply all InterContinental London Front Office standards• Responsible and to oversee departmental training schedules and the input of productive training scheduling• Set and achieve departmental goals and contribute to achievement of hotel long and short-term goals• Understand and carry out duties in line with the Hotel Incident and Crisis Manual. Can take action with the MIS ( Management Information System) in emergency situations• Drives and promotes UFO, HeartBeat , Priority Club enrolmentsRESPONSIBLE BUSINESS• Mail to be checked against the following day’s arrivals• Forward mail where appropriate• Return mail to sender, ensure all items are logged• Ensures that he/she conducts/ him/herself in line with the hotel vision.• Constantly strives to deliver the highest quality of service to customers within legal rules, regulations & guidelines.• Ability to be flexible and feel empowered to transcend rules and policies to better serve the guest.• Has a high level of energy, is able to energise others, is able to execute the expected results, and is always enthusiastic about providing great service.• Keeps appropriate grooming standards
Reports directly to the Head Concierge and communicates with the Front Office Manager and Head Concierge on all pertinent matters affecting guest services.QUALIFICATIONS AND REQUIREMENTS• Standard MS Office applications• Email• Internet knowledge• Familiar with Concierge Software programmes