A concierge should able to address all guests’ queries & requests in single contact, exceed their expectations by providing relevant & insightful information and ensure their stay is smooth.
Duties and Responsibilities
- Send the pre-arrival email prior to guest’s arrival
- Check all the pre-arrival details: transfers, villa type, preferences, dietary restrictions, etc.
- Help in Check in/ out of the guest
- Assists guests with requests, information about the resort, do booking at onsite and offsite restaurants and input in concierge smart, send confirmation letters, etc.
- Handle all guests’ requests and full fill them as quickly as possible.
- Be able to handle emergencies. Be trained in these procedures and be able to act upon them.
- Follow up on guest’s glitches, make sure it is resolved by doing a glitch recovery
- Coordinate any CDL dinner/BBQ/event and be there at the beginning of the dinner to make sure everything starts smoothly
- Prepare the guests’ spotlight every day before the afternoon briefing
- Work closely with the various rooms departments to ensure a smooth arrival and departure experience for all guests, including Housekeeping, Reception, GSA, Drivers
- Work closely with Reception, Reservations and Sales in handling Groups, VIPs, return guests etc., to establish a rapport with guests, ensuring that all departments are well informed of guests’ preferences.
- To be well informed of activities available, i.e. theatre, arts, special exhibitions, concerts, shows, sports, leisure activities, sightseeing tours etc., and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc., for guest.
- On quarterly basis, visit new attractions on the island & update. To ensure that restaurant menus are available.
- To be an active member of the local association of Concierges, networking to achieve personal & company growth/ success.
- Liaise with airport team on arrival & departure of guests, to ensure all check in & check-outs are conducted smoothly and in accordance with Four Seasons Core standards
Special Requirements
- Has 1 -2 years of relevant experience in 5 star hotels/resorts.
- Fluent in both English and French, an additional third language beneficial.
- Excellent computer skills and working knowledge of Opera/PMS.
- Hospitable, outgoing & customer-oriented
- Excellent knowledge of local establishments
- Be creative and adapt to the guests mood and situation
- Be flexible to working hours