Concierge Agent

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

Job Responsibilities

General

• Assist guests with “Insightful” information about the city/island, major attractions, top restaurants, bars, nightclubs etc.
• To offer and arrange car rental, airline and train tickets, office services, local events, cultural events, beauty and barber services, baby-sitting, arranging presents, repairs and shopping for the guests, arrange restaurant bookings.
• Handle all guests’ requests and fulfil them in a timely manner.
• To be able to inform guests about the hotel & its services.
• Be able to handle emergencies. Be trained in these procedures and be able to act upon them.
• Work closely with Front Desk staffs and provide assistance when needed.

Departmental

• Assist the Concierge Manager to maintain comprehensive Concierge Database of information both computerized & hard copy for guest’ reference (containing insightful information about city’s/island major attractions, top restaurants, night clubs, bars, art galleries, places of interests, shopping malls, airline offices & reservation numbers, etc.) and regularly update them.
• To work closely with Front Office in handling of groups, VIPs, return guests etc., to establish a rapport with return guests, ensuring that reservations and Front Office staff are well informed of guests’ preferences.
• To be well informed of activities available, i.e. theatre, arts, special exhibitions, concerts, shows, sports, leisure activities, sightseeing tours etc., and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc., for guest.
• On quarterly basis, visit new attractions in the city & update. To ensure that restaurant menus are available.
• Liaise with airport team on arrival & departure of guests, to ensure all check in & checkouts are conducted smoothly and in accordance with Four Seasons Core standards.
• Work closely with airport executive to plan the car requirement for next day.

Special Requirements

• 1. Written, spoken and reading proficiency in the English & French. A third language would be an advantage
• 2. 1 – 2 years hotel/resort experience in Front Office
• 3. Hospitable, outgoing & customer-oriented
• 4. Good city/island knowledge

Compliance Policies

Grooming Policy Confidentiality Agreement Policy Against Harassment Electronic Systems Policy Code of Business Conduct and Ethics Employee Handbook Acknowledgement Form

Appropriate Manual/ Policy & Procedure

1. FOUR SEASONS CULTURE STANDARDS

2. Four Seasons Concierge Core Standards:

INTRODUCTION

HOTEL ARRIVAL

HOTEL DEPARTURE

GUEST SERVICES

FRONT & LOBBY AREAS

PROBLEM RESOLUTION

KIDS FOR ALL SEASONS

ACTIVITIES AND EQUIPMENT RENTAL WAIVER AND RELEASE

CONCIERGE OPERATIONS

RATES CHARGED FOR SERVICES PROVIDED

PROVIDING DIRECTIONS

PLACING ORDERS

OUTSIDE GIFT ORDERS

GUEST ROOM INITIAL CONDITION

GUEST ROOM EVENING SERVICE

MAIL & PACKAGE RECEIVED FOR A NON-REGISTERED GUEST

GUEST MAIL (INCOMING AND OUTCOMING)

COORDINATION WITH OTHER DEPARTMENTS

FOLLOW UP & CONTROL

GUEST REQUEST TRANSACTIONS WITH THIRD PARTIES

BUSINESS CENTRE

HEART OF THE HOUSE STAFF LOCKER