Concierge - Vancouver, Canada - Rosewood Hotel Group

Rosewood Hotel Group

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

General Information:

Country/Region
Canada
Province/City
Vancouver, B.C.
Location
Rosewood Hotel Georgia
Department
Rooms
Front Office
Job Type
Fulltime Permanent
OVERVIEW/BASIC FUNCTION:
Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services,
courteously and efficiently. Inform guests of hotel services, features and room amenities. Attend 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:

- o all hotel features/services, hours of operation.- o all hotel restaurant food concepts, menu price range, dress code and ambiance.- o all hotel room types, numbers/names, layout, appointments, amenities and locations.- o all hotel room rates, special packages and promotions.- o daily house count and expected arrivals/departures (particularly VIPs).- o scheduled daily group activities, names and location of meeting/banquet rooms.- o local events, attractions, holiday schedules.

Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Obtain department keys; 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 Front Office Manager.
Maintain updated resource materials on all vendors and information to accommodate guest requests.
Review designated inhouse 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.
Assist guests in locating and retrieving lost luggage.
Distribute all guest and departmental mail.
Monitor, send and deliver guest faxes.
Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.
Telephone newly registered guests after checkin to establish guest needs and satisfaction. Follow up on any guest requests.
Adhere to all cashiering procedures: