Concierge Agent

Purpose 

Primarily positioned at the front drive of the Resort, the Guest Services Coordinator is responsible for directing and coordinating all of the actions/tasks within the department. This includes such tasks as arrivals, departures, buggy requests, deliveries, valet parking, etc.   

• Job Responsibilities 

General 

Is directly responsible for the day to day key processes in his/her area of work 

Assumes training responsibilities when required; demonstrates a high degree of standards awareness  

Displays warmth, care and genuine enthusiasm when dealing with both external and internal guests; lives the Golden Rule. 

Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals. 

Adheres to the hotel's code of conduct and grooming & hygiene standards. 

Is seen as working hands-on, assists colleagues in crunch times. 

Actively participates in briefings and meetings; facilitates communication between employees and management. 

Maintains a clean and orderly work area and promotes a safe working environment.  

Performs any other cognate duties as and when required.  

Departmental 

Greet guests in a friendly and courteous manner, welcoming them to the Hotel 

Open automobile and assist guests from the automobiles or getting into automobiles 

Assist Limo/Taxi drivers in unloading, loading and tagging of luggage for guests 

Offer directions to guests to areas of the Resort by escorting towards the check in location, whether it be the Welcome Lounge, O Bar, or the guests’ villa 

Ensure smooth flow of traffic in and out of the driveway 

Issue all Radios & microphone and ensure all are in good working order. 

Check all buggies & rain covers for damage at the start and end of shift and report any damage to security and Duty Manager 

Keep the bell closet clean and luggage is properly tracked 

Use Opera to understand all guest preferences and follow up to ensure all preferences are met. 

Update the GSA & Porters on any changes in arrivals/departure information or pertinent information. 

Work with the GSA supervisor to make schedules and ensure coverage of the front drive. 

Ensure adequate stock of luggage tags, cleaning supplies and other operating equipment and alert the duty manager when items are needed. 

Issue valet claim tickets to all guests for valet parking and address them by name once known 

Provide details resort tour and resort orientation with full knowledge and explanation of all outlets and guest services 

Escort all arriving guests to their room, handling their luggage with care and efficiency and presenting the in-room orientation in compliance to Four Seasons Core Standards. Use and understanding of the necessary tools such as Opera Arrival Reports. 

Assist departing guests with luggage, transportation requirements, etc. in compliance to Four Seasons Core Standards 

Store and retrieve guests luggage and belongings when necessary and issue appropriate baggage claim tags  

Luggage, Messages, Faxes and packages are delivered to guest rooms with urgency at all times in accordance to the Four Seasons Core Standards 

Run errands for guests and the concierge staff 

To call guests by their names and remember return guest's names 

Assist the valet and limo staff in welcoming all arriving guests 

Front Door, Front Drive, Storage areas to be kept free of debris and clutter at all times 

Provide directions and general information to guests when required. 

Must be aware of all operational hours, facilities and services available in the hotel 

Coordinator role of dispatching guest calls and requests and treating them within the Four Seasons Standard. 

Review all materials concerning daily events, i.e., return guests, VIPs and function sheets and be well informed at all times 

Assist the Guest Service Supervisor in any request with efficiency and urgency for the guest 

Handle a guest room change request 

Project an image of friendliness, professionalism and willingness to provide personalized services to guests and fellow employees at all times 

Work closely with the Front Office, Valet and Limo drivers and assist in the arrivals and departures of guests 

Ensure all buggies, buggies covers and materials are polished and kept clean at all times  

Work closely with the overnight staff in ensuring a smooth arrivals and departures of the late night arriving and departing guests, as well as the early arrivals and departures 

Remember the needs and requests of regular guests as well as names and preferences of return guests 

Coverage of the front door at all times  

Retrieve guest laundry from guest rooms and deliver it to the laundry 

Ensure jogger's amenity is set-up daily during the day and evening in accordance to the Four Seasons Core Standards 

During rain and cyclone, ensure there are enough umbrellas at the drive for guests and precautionary measures are taken, including but not limited to the placement of the floor mats 

Responsible for the printing and delivery of newspapers to guest rooms should the front office need assistance 

Perform tasks and duties as directed by the management of the hotel 

The ability to secure cars and handle all keys properly 

Project an image of friendliness, professionalism and willingness to provide personalized services to guests and fellow employees at all times 

• Special Requirements 

• College degree preferably specializing in hotel management or equivalent experience is required. 

• Has 2 years of relevant experience as a Guest Services Attendant 

• Ability to lift 23 Kilograms 

• Ability to drive a Buggy/golf cart 

• Proven leadership and supervisory experience. 

• Be computer literate  

• Requires reading, writing and oral proficiency in the English and French language. 

• Hospitable, outgoing & customer-oriented