Concierge Agent

Concierge Agent

Job Qualifications

• High school diploma or equivalent; a qualification in Hospitality Management or a related field is an advantage.
• Previous experience in Concierge, Front Office, Guest Relations, or a customer service role within a luxury hotel is preferred.
• Excellent communication and interpersonal skills with a strong guest service orientation.
• Professional appearance with the ability to maintain confidentiality and discretion.
• Strong organizational, multitasking, and problem-solving skills.
• Good knowledge of local attractions, restaurants, transportation, shopping, and entertainment.
• Proficiency in Microsoft Office and hotel property management systems is an advantage.
• Fluency in English is required; additional language skills are an advantage.

Key Areas of Responsibility

1. Guest Services & Operations

• Welcome guests in a warm, courteous, and professional manner, delivering personalized and anticipatory service.
• Provide accurate information about hotel facilities, services, local attractions, restaurants, transportation, shopping, and entertainment.
• Arrange restaurant reservations, transportation, sightseeing tours, tickets, and other guest requests promptly and efficiently.
• Anticipate guest needs and provide personalized recommendations to enhance the overall guest experience.
• Coordinate special occasions, celebrations, and bespoke guest arrangements in collaboration with the relevant departments.
• Handle guest requests, concerns, and complaints professionally, ensuring timely resolution and guest satisfaction.
• Liaise effectively with all hotel departments to ensure seamless service delivery.
• Maintain a clean, organized, and professional Concierge Desk at all times.
• Keep up to date with local events, attractions, and destination information to provide accurate recommendations.
• Promote the hotel's facilities and services while identifying opportunities to enhance the guest experience.

2. Administration

• Maintain accurate records of guest requests, reservations, messages, and concierge activities.
• Ensure all guest information is handled with the highest level of confidentiality.
• Report guest feedback, operational concerns, and unusual incidents to the Front Office Manager.

3. Teamwork & Development

• Attend departmental briefings, meetings, and training sessions as required.
• Build and maintain professional relationships with colleagues, business partners, and external service providers.
• Support the hotel's service culture by demonstrating GHM's values and contributing positively to the team.

4. Policies, Health & Safety

• Comply with all hotel policies, grooming standards, and departmental procedures.
• Maintain the highest standards of professionalism, ethics, and personal presentation.
• Follow all health, safety, fire, and emergency procedures.
• Carry out any other reasonable duties assigned by the Front Office Manager.