Job Description

Responsible to provide exceptional, personalised luggage, transport and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is memorable.

Key Performance Areas

Prepared Work Environment

Identify issues with regards the workstation appearance/ functioning of equipment and systems Conduct inspections of vehicles and identify any issues to be addressed Check overall cleanliness of vehicles, parking areas and general porte cochere area Check fuel levels and ensure car is ready to transport guests Review the arrival and VIP lists daily and understands special requirements Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling Co-ordinate the scheduling of maintenance of vehicles when necessary Assist in preparing and distributing welcome / VIP amenities. Be familiar with the hotel and resort facilities, promotions and activities

Transporting services

Co-ordinate and park vehicles of visiting guests and residents Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property. Greet all guests when they enter the vehicle; and assist disabled guests as necessary. Transport guests safely to any destination in accordance with hotel policies and rules. Plan routes to destination Log transport to external destinations and file necessary documentation Raise charges May be required to collect and deliver other items as requested by management

Delivered Luggage Services

Collect guest luggage and equipment on arrival and take through to front desk Tag baggage items and return the identification slips to guests. Escort guests to their room, placing luggage in room assigned by front desk. Inspects guest room for order and adequate supplies and informs guests of room amenities Delivers faxes, messages, packages and flowers to guests rooms and other offices. Collect, tag and deliver group luggage. Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items. Update and file any luggage documentation Transport departing guests' luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

Customer Engagement

Be present at the porte cochere and maintain proper decorum at all times. Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times Interact with guests and provide professional service standards and solutions to questions and enquiries Identifies customers and understand their preferences Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions Assist with answering the telephone at the concierge desk and porte cochere

Education

Grade 12

Experience

Experience in a customer service environment is an advantage

Work conditions and special requirements

Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts) Physically able to stand, drive, lift luggage and move around as per job requirements Have an open attitude to perform similar functions to those contained in this document , in alternative outlets due to operational requirements

Accreditation/R

egistration/Licenses

Public Driver's Permit (PDP) Valid Driver's licence Code 10 with a clean driving record

Skills and Knowledge

Hotel Product Knowledge (facilities and activities) Knowledge of the area and important landmarks in the area Luggage procedures English Verbal and Written Communication skills Basic PC skills Basic knowledge of Opera Read directions and maps Make use of a GPS device Driving skills

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.