Concierge - FTC 6 Months

Job Description: Guest Services & Hospitality Associate

The Concierge must demonstrate an inherent understanding of guest needs and deliver excellent standards in service and hospitality across two locations. The goal is to surpass guest expectations, making their experience memorable from the start, and ensuring all guests feel welcome. Candidates should have a proven understanding of international guest profiles and cultural awareness, allowing them to adapt their interaction style accordingly.

KEY RESPONSIBILITIES:

1. Welcome guests at key touchpoints within the Village or at designated high footfall locations outside.
2. Anticipate, interpret, and respond to both expressed and unexpressed guest needs efficiently and effortlessly.
3. Promote all functions within the Village Visitor Centre related to tourist information and retail offerings.
4. Cross-sell and promote all value-added services associated with the Village.
5. Operate all value-added services seamlessly.
6. Provide knowledgeable insights about all Brands, offers, and promotions within the Village.
7. Build relationships with Village Brands to drive relevant footfall.
8. Support and improve hospitality initiatives within the Village Visitor Centre to surprise and delight guests.
9. Live the Value Retail Vision of 'world-class' hospitality and service proactively.
10. Provide feedback and suggestions to enhance guest experience and improve service delivery.
11. Assist guests with bookings for entertainment, sightseeing, dining, and reservations, including refreshments.
12. Understand and communicate Village operational policies and procedures as appropriate.
13. Handle customer complaints professionally and reassuringly, following company policy.
14. Compile daily and weekly reports as instructed by the Village Visitor Centre Manager.
15. Engage with the CRM program to achieve sign-ups and grow the database.

The role encompasses tasks beyond those listed above.

BACKGROUND & SKILLS:

• Experience in Hospitality, Tourism, Leisure, or Retail industries preferred.
• Ability to prioritize, adapt, and remain calm under pressure.
• Excellent interpersonal skills, especially when dealing with international guests, with impact and influence.
• A strong desire to deliver world-class hospitality, with proven guest experience examples.
• Understanding of retail, tourism, and leisure sectors, or a willingness to learn.
• Strong communication skills and stakeholder management, both internally and externally.
• Interest in and knowledge of the local area.
• Professional, friendly, and approachable demeanor.
• Computer literacy, including proficiency in Microsoft Office applications.
• Effective communication skills; language skills are an advantage.
• Flexibility to work weekends, evenings, and Bank Holidays as required.