Part-Time Guest Service Associate (Concierge) Rosewood Hotels and Resorts

OVERVIEW/BASIC FUNCTION:

Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently. Escorting VIPs to assigned guestrooms, informing guests of hotel services, features and room amenities. Attending to immediate needs of VIPs upon arrival and follow through attention throughout stay.

RESPONSIBILITIES:

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, however busy and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

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

Maintain complete knowledge of:

a. All hotel features/services, hours of operation.

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

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

d. All hotel room rates, special packages and promotions.

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

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

g. 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.

Legibly complete requisition for additional supplies/materials and submit to Manager.

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

Review designated in-house guest list and be familiar with guests' names and room locations.

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:

a. Room accommodations

b. Airline reservations, changes, cancellations

c. Transportation from hotel to airport and return

d. Bus/train transportation

e. Limousine reservations

f. Car rentals

g. Car repair and servicing

h. Charter flights/rentals

i. Babysitting services

j. Banking/financial services

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

l. Interpretation services

m. Notary services

n. Restaurant reservations, nightclub activities

o. Dry cleaning, laundry, alterations, repairs

p. Film processing

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

facilities

r. Formal wear rentals

s. Flowers

t. Salon appointments

u. Shoe shines

v. Shopping services

w. Movie/theater/attraction tickets

x. Sightseeing tours

y. Medical services

z. Religious services