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- Actively seek verbal feedback from guests.
- Make recommendation to improve guest service and follow through with improvements identified.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Positively deal with and learn from guests’ complaints and comments with follow-up and feedback to the Chief Concierge.
- Make sure all guest requests and queries are responded to promptly and effectively, adhering to Hilton brand standards.
- Be proactive towards guests, assisting them with any reasonable requests.
- Ensure that the concierge team is well-versed on hotel facilities and room features and luggage is delivered in a prompt manner.
- Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager/ Chief Concierge to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
- Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.
- Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell.
- Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way.
- Maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
- Responsible for ensuring hotel materials are well stocked and information is available to guests.
- Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members.
- Monitor the sale of postage stamps, telephone cards and other items, maintaining a cash float.
- Ensure that ticket reconfirmation, any other bookings and guest reservations are correctly carried out when required.
- Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
- Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time.
- Have detailed knowledge of departmental standards and Hilton brand standards.
- Plan ahead and ensure adequate resources are available.
- Maintain in-depth technical knowledge and skills required for the job.
- Attend and participate in regular operational and hotel meetings.
- Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
- Get members of the team to work cooperatively with others.
- Be aware of potential highs and lows in the business.
- Follow company control procedures.
- Participate in annual appraisals in accordance with legal and hotel guidelines,
- Understand relevant Health & Safety legislations and their implications on the operation of the department.
- Communicate to the team their responsibilities within Health & Safety.
- Ensure that safe and healthy working practices are implemented at all times
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Adhere to the hotel’s security and emergency policies and procedures.
- Carry out any other reasonable duties and responsibilities as assigned.
- Maintain high guest service focus by approaching your job with the guests always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
- Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance.
- Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational/ environmental procedures in the hotel.
- Good organization and coordination skills.
- Strong sense of responsibility and self-motivation.
- Patient and responsible to solve all problems.
- Able to maintain excellent relations with team members.
- Able to work under great physical and mental pressures.
- Understand basic spoken English to meet business needs.
- Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
- Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
- Actively seek verbal feedback from guests.
- Make recommendation to improve guest service and follow through with improvements identified.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Positively deal with and learn from guests’ complaints and comments with follow-up and feedback to the Chief Concierge.
- Make sure all guest requests and queries are responded to promptly and effectively, adhering to Hilton brand standards.
- Be proactive towards guests, assisting them with any reasonable requests.
- Ensure that the concierge team is well-versed on hotel facilities and room features and luggage is delivered in a prompt manner.
- Take an active role in the Concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
- Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager/ Chief Concierge to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
- Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.
- Ensure that all guests are offered help to make arrangements for transportation and that they are invited back and bid farewell.
- Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way.
- Maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
- Responsible for ensuring hotel materials are well stocked and information is available to guests.
- Up to date with information and have detailed knowledge of facilities, attractions, places of interests, sights and activities in and around the hotel, imparting this knowledge to other team members.
- Monitor the sale of postage stamps, telephone cards and other items, maintaining a cash float.
- Ensure that ticket reconfirmation, any other bookings and guest reservations are correctly carried out when required.
- Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
- Know well the hotel transportation arrangements, ensuring that pick-ups and drop-offs are completed on time.
- Have detailed knowledge of departmental standards and Hilton brand standards.
- Plan ahead and ensure adequate resources are available.
- Maintain in-depth technical knowledge and skills required for the job.
- Attend and participate in regular operational and hotel meetings.
- Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team.
- Get members of the team to work cooperatively with others.
- Be aware of potential highs and lows in the business.
- Follow company control procedures.
- Participate in annual appraisals in accordance with legal and hotel guidelines,
- Understand relevant Health & Safety legislations and their implications on the operation of the department.
- Communicate to the team their responsibilities within Health & Safety.
- Ensure that safe and healthy working practices are implemented at all times
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Adhere to the hotel’s security and emergency policies and procedures.
- Carry out any other reasonable duties and responsibilities as assigned.
- Maintain high guest service focus by approaching your job with the guests always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
- Motivated and committed, approaching all tasks with enthusiasm, seizing opportunities to learn new skills or knowledge in order to improve personal performance.
- Be flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational/ environmental procedures in the hotel.
- Good organization and coordination skills.
- Strong sense of responsibility and self-motivation.
- Patient and responsible to solve all problems.
- Able to maintain excellent relations with team members.
- Able to work under great physical and mental pressures.
- Understand basic spoken English to meet business needs.
- Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
- Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.