Concierge

6 months ago

Vancouver, Canada Rosewood Hotel Group Full time

**General Information**:

- Country/Region- Canada- Province/City- Vancouver, B.C.- Location- Rosewood Hotel Georgia- Department- Rooms - Front Office- Job Type- Full-time Permanent**OVERVIEW/BASIC FUNCTION**:

- Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services,- courteously and efficiently. Inform guests of hotel services, features and room amenities. Attend to immediate needs- of VIPs upon arrival and follow through attention throughout stay.**RESPONSIBILITIES**:

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of:

- o all hotel features/services, hours of operation.- o all hotel restaurant food concepts, menu price range, dress code and ambiance.- o all hotel room types, numbers/names, layout, appointments, amenities and locations.- o all hotel room rates, special packages and promotions.- o daily house count and expected arrivals/departures (particularly VIPs).- o scheduled daily group activities, names and location of meeting/banquet rooms.- o local events, attractions, holiday schedules.- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Obtain department keys; ensure security of such.
- Meet with Supervisor/departing Concierge to review business status and follow up actions.
- Access all functions of computer system in accordance with departmental specifications.
- Set up work station with necessary supplies; maintain cleanliness throughout shift.
- Legibly complete requisition for additional supplies/materials and submit to Front Office Manager..
- Maintain updated resource materials on all vendors and information to accommodate guest requests.
- Review designated in-house guest list and be familiar with guests' names and room locations.
- Answer department telephone using correct salutations and telephone etiquette.
- Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure
- completion of request.- Coordinate guest requests with designated vendors which may include:

- o Room accommodations- o Airline reservations, changes, cancellations- o Transportation from hotel to airport and return- o Bus/train transportation- o Limousine reservations- o Car rentals- o Car repair and servicing- o Charter flights/rentals- o Babysitting services- o Banking/financial services- o Business center services/fax or telex services/mailing and delivery services- o Interpretation services- o Notary services- o Restaurant reservations, nightclub activities- o Dry cleaning, laundry, alterations, repairs- o Film processing- o Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities- o Formal wear rentals- o Flowers- o Salon appointments- o Shoe shines- o Shopping services- o Movie/theater/attraction tickets- o Sightseeing tours- o Medical services- o Religious services- Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout the shift.
- Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
- Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
- Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
- Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.
- Assist guests in locating and retrieving lost luggage.
- Distribute all guest and departmental mail.
- Monitor, send and deliver guest faxes.
- Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.
- Telephone newly registered guests after check-in to establish guest needs and satisfaction. Follow up on any guest requests.
- Adhere to all cashiering procedures:

- o Process miscellaneous charges.- o Collect payments.- o Post charges.- o Run closing reports.- o Complete designated cashier reports.- o Balance reports.- o Drop receipts.- Take, record and relay messages accurately, completely and legibly.
- Accept and record wake-up call requests; deliver to PBX.
- All other duties as required

**About Us**:

- Following its debut in the Roaring '20s, the legendary Hotel Georgia came to be known as Vancouver's most historic and ele

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