What are the responsibilities and job description for the Concierge position at NOBU RYOKAN MALIBU?
Job Summary
The Concierge will be responsible for providing information on hotel restaurants, activities, and services; handling all guests’ pre-arrival planning and arrangements; acknowledges, welcomes all guests and visitors arriving to and from the hotel.
Essential Functions
- Contribute building and maintaining a first-rate team.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Maintain complete knowledge of correct maintenance and use of equipment.
- Be familiar with all hotel services and features, local attractions and activities to respond to guest inquiries accurately.
- Anticipate guests’ needs, respond promptly and acknowledge all guests throughout their stay.
- Maintain and improve the quality of the guest experience at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge at all times of:
- all hotel features, services, and hours of operation
- all room types, numbers, layout, decor, appointments and location
- all room rates, special packages and promotions
- daily house count, and expected arrivals and departures
- room availability status for any given day
- all VIPs guests, special requests or any in-house guest concerns or issues
- in-house guests' names and room locations
- scheduled in-house group activities, locations and times
- Conduct pre-arrival communication and gather all pertinent guest information
- Arrival and departure times, methods
- All guest names and ages if applicable
- Ascertain if celebrating special occasion
- Any personal dietary restrictions or preferences
- Any additional special requests (pillow type, ADA access, feather free)
- Assist in planning and making reservations on guest’s behalf with vendors which may include:
- Airline reservations, changes, cancellations
- Airport transfers
- Babysitting services
- Banking/financial services
- Business center services
- Car rentals
- Car repair and servicing
- Charter flights/rentals
- Dry cleaning, laundry, alterations, repairs
- Flowers
- Fitness centers and health clubs
- Local points of interest, shops, services
- Mailing and delivery services
- Notary services
- Restaurant reservations, nightclub activities
- Spa recommendations and reservations
- Sporting events, golf facilities, outdoor activities, rental equipment
- Confirm itinerary and details up until guest arrival.
- Inspect guestrooms prior to arrival and communicate deficiencies to appropriate departments.
- Assist In Room Dining with preparation and placement of arrival amenities as required.
- Greet, escort and check-in all guest arrivals, collect form of payment, signature on registration card, assist Bellman with luggage when necessary.
- During stay co-ordinate guest requests, reservations and miscellaneous tasks as required.
- Document and accommodate all guests’ requests in an accurate and efficient manner.
- Pick-up and delivery of any guest laundry, dry cleaning, packages and/or mail.
- Assist with delivery of In Room Dining orders when required.
- Efficiently and accurately handle departure guests’ folios, transportation and luggage arrangements and bid a fond farewell.
- Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
- Ensure Concierge desk is attended at all times; that all posting positions are maintained.
- Ensure that all pertinent information is accurately documented in daily pass down.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas and public spaces, including but not limited to outdoor guest patios, outdoor fireplaces, pool deck and fitness area.
- Monitor and maintain the condition of hotel and parking entrance, bell desk, luggage storage areas, reception, and courtyard.
- Assist whenever necessary in performing job functions of other departments such as In Room Dining, Bell/Valet and Housekeeping.
- 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 Manager.
- Maintain updated resource materials on all vendors and information to accommodate guest requests.
- Any other duties as assigned by Manager on Duty or General Manager.
Other Duties
- All colleagues are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Regular attendance in conformance with hotels standards is essential to the successful performance of this position.
- Comply with hotel grooming standards for both uniformed and non-uniformed colleagues.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior, and maintaining a friendly and positive attitude.
- Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.
Working Conditions & Physical Requirements
|
Physical Effort: |
Significant portions of day require prolonged standing and moving, lifting or transporting materials up to 100 lbs such as luggage, boxes, etc. Ability to visually review documents and computer screen throughout day. |
|
Physical Environment: |
Ability to walk or stand for extended periods of time during course of shift. |
|
Manual Skills |
Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. |
|
Work Schedule: |
Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel. |
|
Safety: |
Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate. |
Qualifications
|
Education: |
High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred. |
|
Experience: |
Prior hotel experience preferred. Prior experience within a four star hotel brand preferred. |
|
Computer Skill & Other Technical Skills: |
Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. cell phones, tablets, etc). |
|
Communication: |
Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred. |
|
Licenses or Certifications: |
n/a |
|
Other: |
Must be customer-service oriented. Must have excellent hospitality skills. Must be able to calculate basic mathematic functions. |
Salary : $22 - $23