Concierge

Crew Life at Sea

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 at 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:

all hotel features/services hours of operation.
all hotel restaurant food concepts, menu price range, dress code, and ambiance.
all hotel room types, numbers/names, layout, appointments, amenities, and locations.
all hotel room rates, special packages, and promotions.
daily house count and expected arrivals/departures (particularly VIPs).
scheduled daily group activities, names, and locations of meeting/banquet rooms.
local events, attractions, and holiday schedules.
Obtain assigned bank and ensure the accuracy of contracted monies. Keep the bank secure at all times.
Meet with the Supervisor/departing Concierge to review business status and follow-up actions.
Access all functions of a computer system in accordance with departmental specifications.
Set up a workstation with necessary supplies; maintain cleanliness throughout the 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 the 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:

Room accommodations
Airline reservations, changes, cancellations
Transportation from hotel to airport and return
Bus/train transportation
Limousine reservations
Car rentals
Car repair and servicing
Charter flights/rentals
Babysitting services
Banking/financial services
Business center services/fax or telex services/mailing and delivery services
Interpretation services
Notary services
Restaurant reservations, nightclub activities
Dry cleaning, laundry, alterations, repairs
Film processing
Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
Formal wear rentals
Flowers
Salon appointments
Shoe shines
Shopping services
Movie/theater/attraction tickets
Sightseeing tours
Medical services
Religious services
Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout the shift.
Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.
Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies.
All other duties as required.