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Guest Services Coordinator

3 months ago

Dubai, Dubai, United Arab Emirates Accor Full time
Role Overview

The Concierge Agent plays a vital role in delivering exceptional service to guests, ensuring their needs are met with utmost professionalism and attention to detail.

Key Responsibilities
  • Personalized Service: Deliver tailored assistance to all guests at the Concierge desk, lobby, and hotel entrance, adhering to established hotel standards.
  • Maintenance Standards: Uphold high levels of cleanliness and maintenance, taking personal responsibility for the environment.
  • Operational Efficiency: Utilize appropriate materials and equipment to ensure seamless Concierge operations, requesting supplies as necessary.
  • Supervision: Maintain proper coverage and oversight of the Concierge desk and associated services at all times.
  • Communication: Engage with supervisors or managers for guidance in critical situations or when approvals are needed.
  • Guest Feedback: Stay informed about guest comments and complaints, ensuring they are reported and addressed.
  • Cashier Duties: Conduct accurate cashier closings and handovers between shifts.
  • VIP Awareness: Be knowledgeable about VIP guests visiting or staying at the hotel.
  • Equipment Proficiency: Effectively utilize all equipment and Property Management Systems (PMS).
  • Transportation Coordination: Review arrival and departure lists to arrange transportation and airport services accordingly.
  • Key Management: Strictly adhere to key handling procedures.
  • Daily Operations: Follow daily checklists and billing procedures diligently.
  • Team Collaboration: Assist the guest relations team and other departments with Concierge-related needs.
  • Adherence to Schedules: Respect schedules and deadlines as established by management.
  • Logbook Maintenance: Review and sign the Concierge logbook daily, updating activity reports as necessary.
  • Outlet Knowledge: Stay informed about outlet timings and promote internal activities and events.
  • Market Awareness: Keep updated on competitors' offerings and rates.
  • Team Briefings: Participate in daily briefings with the Concierge team to recap tasks and activities.
  • Administrative Support: Assist the Assistant Manager Concierge with administrative tasks and monitor activities, stepping in as needed.
  • Loyalty Program Promotion: Advocate for the Accor loyalty programs.
  • Team Morale: Foster a positive atmosphere and maintain strong working relationships among team members.
  • Professional Appearance: Report for duty punctually, wearing the correct uniform and name tag, while upholding high standards of personal appearance and hygiene.
  • Service Excellence: Provide friendly, courteous, and professional service consistently.
  • Colleague Relations: Maintain good working relationships with all colleagues.