Concierge

Sun International; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading hospitality group in Cape Town is seeking a Concierge to provide personalized customer service and coordinate guest activities during their stay. The ideal candidate should have 2 years of customer service experience, preferably in a hotel setting, excellent communication skills, and knowledge of hotel facilities. This role demands a courteous, presentable individual dedicated to enhancing guest experiences.

Qualifications

• 2 years experience in a customer service environment, preferably in a hotel environment.
• Ability to manage conflict and deal with customers effectively.
• Strong relationship-building skills and team-oriented.

Responsibilities

• Coordinate guest activity requests and provide exceptional customer service.
• Acknowledge and greet all guests warmly.
• Assist with guest inquiries and co-ordinate activities.

Skills

Dealing with Customers

Problem solving

Developing relationships

Verbal and written communication

Presentable, courteous individual

Hotel product knowledge

Telephone skills

Proficient computer skills

Education

Grade 12

Tools

MS Office

Opera

Job description

Job Purpose

The Concierge is responsible for being the point of contact for all guest queries, coordinating guest activity requests and providing exceptional, personalized customer service to guests throughout their stay in the hotel to ensure that their stay is worth remembering.

Key Performance Areas

• Prepared Work Station
• Identify issues with regards the floor appearance / functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Check and restock information brochures
• Review the arrival and VIP lists daily and understand special requirements
• Assist in preparing and distributing welcome / VIP amenities
• Be familiar with the hotel and resort facilities, promotions and activities
• Co‑ordinated Guest Activities
• Acknowledge and greet all guests with a friendly smile and treat guests with respect at all times
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Attend promptly to customers' inquiries and assist them with co‑ordinating activities during their stay including: restaurant reservations, game drives, transport, sporting and entertainment activities, any other activity relevant to business unit facilities
• Provide feedback to guests with regards to confirmation of arrangements or any challenges experienced
• Assist with answering the telephone at the concierge desk and porte cochere
• Handle guest complaints and escalates when required
• Log the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention
• Be present in the hotel lobby and maintain proper decorum at all times
• Promote and upsell the facilities of the hotel and know the surrounding areas when asked for directions

Planning

Planning is generally on a daily to weekly basis within regular activity cycles. Work within set policy, procedures, system parameters and internal controls. Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Decision making

Interprets customer requirements in terms of services available and the applicable constraints; takes initiative in making decisions within limits of authority; considers all facts, options and possible outcomes before making decisions; works independently and is oriented towards solving customer queries.

Problem solving

Takes ownership of customer requests and requirements. Follows laid‑down policies and procedures. Operates within rules and regulations. Interprets customer requirements and refers problems outside parameters to the team leader / manager for resolution.

Education

Grade 12

Skills and Knowledge

• Dealing with Customers (including managing conflict)
• Problem solving
• Developing relationships
• Collecting information
• Verbal and written communication
• Team player
• Presentable, courteous individual
• Hotel product knowledge (facilities and activities)
• Telephone skills & listening skills
• Proficient computer skills (MS Office, Opera)

Experience

2 years experience in a customer service environment, preferably in a hotel environment.

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 2008. SISA internal recruitment policy as well as units employment equity plans are applicable.