Job Description

Concierge
(17776)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy(TM), and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.
Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion
Job Summary
Under the leadership of the Head Concierge and direction of the Assistant Head Concierge, and within the limits of the hotel's policies and procedures, to provide prompt, efficient and responsive service to all guests prior to arrival, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. Create an unforgettable impression and project a favorable image of the resort at all times. To project an image of courteousness and hospitality while handling guest inquiries. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service.
Key Duties and Responsibilities

• To action duties and responsibilities of the Concierge Department such as:

• Recommendation and booking of top Restaurants, Bars, Clubs, tours.
• Make sure the brochures are stacked neatly and that you have enough in stock
• Make sure you have enough stationery to write on and use recycled paper to write a to-do-list throughout your shift
• Ensure you have at least two pens on you at all times and that they are in perfect working order
• Assisting guests to purchase Table mountain tickets
• Book tours and transfers for guests
• Assisting guests to courier goods
• Assisting guests to package their goods prior to couriering it.
• Assisting guests with checking in on-line
• To assist in the investigation of guest complaints and queries.
• Reporting any improper behavior and lack of work performance of the Porters or Doorman to the Assistant Concierge
• Taking responsibility for duties of the desk as well as your own.
• Prepares itineraries for guests prior to arrival as per preference planner and for in house guests as required
• Assisting the Guest Service Agents with any difficulties they might encounter.
• Ensuring that the Concierge as a department performs up to One&Only standard in accordance with the Kerzner guide to core competencies as in point 3 below.
• Plan and coordinate with other departments all guest special requirements and requests and ensure information is updated in guest reservation.
• Ensuring that the Concierge work area is always clean and tidy:
• Clean the telephones and computer key board, mouse and screen before and after every shift
• Wipe the Concierge desk, the lamps and the counter top to ensure that it is dust free
• During your shift ensure that your papers are always in a neat stack next to your station
• Ensure that the seating area in front of Concierge is always neat and presentable, that it is clear of dirt in all areas and that the pillows are puffed, that it looks welcoming.
• Assist in ensuring that there are always the necessary brochures and maps available on the desk.
• Plans and coordinates with other departments all guest special requirements and requests and ensures information is updated in the guest profile on the Property Management system - Opera.
• Ensure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
• Check that all e-mails received are replied to within 12 Hours and filed correctly
• To be very meticulous in completing the daily check-list and check that it has been done during shift handover
• Taking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned during your shift. Handover topics are to be actioned within 12 hours of the requested time
• Assist with International and local newspaper requests:
• Retrieved from the guest's Preference Planner sent via Reservation
• Ensuring that the papers are charged accordingly through the assistance from the Guest Relations Officers
• Ensure that the standing order of 10 local Cape Times is placed daily for guests who might request directly at the desk
• Utilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival
• Review VIP codes and flag VIP arrivals
• Utilize guest profiles, correspondence and previous histories to ensure requirements are met prior to guest arrival.
• Review VIP codes and flag VIP arrivals
• Ensures proper record keeping by updating the daily handover sheet, updating your Concierge diary as well as the daily activity sheet with relevant guest information and unresolved guest requests and queries in a clear, concise and understandable manner.
• Provide helpful, friendly and prompt personalized telephone service to all guests (external and internal).
• Share knowledge and skills with other colleagues.
• Must report at least 10 minutes prior to the start of your shift in order to ensure that a smooth exchange of handover takes place
• Assist the Assistant Head Concierge in the updating of training documents.
• Assist in the identification of any training needs within the department and communicate this to the Head Concierge.
• To ensure the doorman are on post and to report any unauthorized absence to the Assistant Head Concierge.
• Ensure that all guest itinerary bookings are transferred on to the Concierge diary and profiled in Opera and emailed to appropriate departments.
• Rooming of guests when necessary
• Assist with site inspections and show-rounds as required

General and other duties

• The above identifies the key areas of responsibility of the position and is not an all-encompassing description of duties and tasks. The may be subject to review from time to time.
• The employee will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management from time to time.
• The employee will be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
• The employee will be required to be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
• The employee will be required to adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
• The employee will be required, at all times, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel's requirements and do not detract from the desired image of the hotel.
• The employee will, at all times, be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.

To be flexible within your job and to be able to fulfill any other duties that you may be asked to perform
Interpersonal Relationships

• Subordinates and other members of staff are dealt with in a polite and helpful manner at all times.
• Employee differences or disputes are settled quietly, away from other employees and guests.
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
• Instructions from management are treated constructively and acted upon.

Education or Certification

• Must be computer literate, knowledge of MS Office and Opera is essential.
• Advanced Diploma, Hotel Management or similar discipline
• Must be able to work well under pressure and be able to multi-task.
• Must have experience as a Concierge in a five star environment for a minimum of 2 years.
• Broad knowledge of the surrounding area, restaurants, bars and places of interest is essential.
• One must have the ability to satisfactorily communicate in English with guests, co-workers and management, to their understanding.
• Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Skills Required