Hotel Concierge

Roles & Responsibilities

Job Responsibilities

Accomplish Day to Day Operations

• Up to date of internal promotions and be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore
• Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up
• Responds to guest comments, requests and complaints in a timely and professional manner. Take personal responsibility to resolve issues where necessary
• Be conversant with all areas of the Concierge and Guest Services department including supporting tagging at the Guest Services area during peak time
• Be able to perform check-in and checkout processes utilizing established systems and procedures including appropriately allocating rooms to guests, confirming and executing account payment in accordance with the established credit procedures. This includes ensuring that floats balance at the completion of each shift
• Register guest in the Property Management System (OPERA). Record and update all pertinent data into guest folio as needed
• Handles guest’s inquiries pertaining to tourist information and local community
• Processes Concierge and Ticketing related requests
• Competent to operate FCS system, Property Management System and ALICE Concierge to assist and process with guest requests
• Be conversant with manual operations process during shutdown of property management system
• Adapt to changes, implement and monitor concierge service to ensure adherence to organisational operating procedures and service standards
• Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare and execute accordingly for Suite / VIP Guests

Perform Service and Operational Excellence

Apply Operational Risks

Achieve Employee Engagement

Involve in Documentation, Financial and report management

Job Requirements

Education & Certification

Experience

Other Prerequisites

Tell employers what skills you have

Customer Service Skills

Front Office

Property Management Systems

Microsoft Office

Written English

Property Management

Secondary Education

Ticketing

Housekeeping

Characters

Opera

Team Player

Disposition

Able To Work Independently