Bell Person/concierge

**Job title: Bell Person/Concierge**

**Responsible to: Front Office Manager**

**SCOPE AND GENERAL PURPOSE**

Greet and guests, provide prompt and courteous service, answer questions/phone calls, help guests with luggage, engage in conversation to meet Old Orchard Inn’s high standards of quality.

**MAIN DUTIES**

**1.** Demonstrate a positive and proactive attitude and be committed to providing exceptional guest care through use of initiative and empowered decision making.

**2.** Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

**3.** Make dinner reservations, advise on tourist attractions, call taxi, show property features, etc.

**4.** Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

**5.** Carry out all Guest Services duties achieving accuracy and logical work sequence

**6.** Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

**7.** Be competent in the use of the computer in line with laid down procedures.

**8.** Liaise with Housekeeping and Maintenance regarding the availability of rooms in order to contribute to the smooth running of the property and the satisfaction of our guests.

**9.** Send faxes, make photocopies, etc. as required by the guest ensuring correct charging for all business services.

**10.** Be alert to/respond to guest needs ensuring special requests are dealt with or channeled through to the appropriate department with documentation and follow up as required in order to contribute to the development of customer loyalty.

**11.** Carry out security checks of the lobby (or liaise with security as appropriate) to ensure property and employee safety following procedures laid down by property policy.

**12.** Ensure full completion of all duties relating to the shift and a concise hand over in order to assist the smooth running of the property, effective team work and guest satisfaction.

**13. Comply with attendance rules and be available to work on a regular basis.**

**14. Perform any other job related duties as assigned.**

**REQUIRED SKILLS AND ABILITIES**:
**Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout property and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers and patrons.**

**GENERAL STAFF RESPONSIBILITIES**

1. To adhere to all matters relating to hygiene, health, safety and emergencyprocedures as laid down by law and by company policy.

2. To carry out any reasonable request.

3. To provide exceptional customer service with positive addressing of guest concerns/complaints in line with company policy.

4. To work and communicate in a professional and ethical manner with colleagues assisting where necessary to achieve standards required by company policy.

5. To be committed to achievement of the company, property and department Mission Statements.

6. To be a “sales person” by active promotion of property facilities and company/property specific promotions in order to contribute to overall profitability.

7. To assist with team member orientation/training within the department as required by company policy.

8. To maintain standards of punctuality, uniform /dress code as appropriate to position and personal hygiene as required by property and company policy.

9. To be aware of and comply with company and house rules.

10. To contribute to energy conservation and ensure safe usage/storage of all materials/equipment/chemicals as per manufacturers’ instructions.

11. To attend meetings as requested and to recognize the importance of contributing new ideas and initiative to the overall success of the opera