FAIRMONT

About FAIRMONT

Concierge Agent - Fairmont Primary Location: Philippines-Makati-Fairmont Makati Employee Status: Regular CONCIERGE AGENT - FAIRMONT Job Purpose Reporting to the Chief Concierge and the Concierge Supervisor, the Concierge Agent will ensure timely and seamless service when dealing with guest requests, providing proactive, knowledgeable, engaged service to all Guests. Key Interactions Internally Housekeeping Team Sales Team Marketing Team Catering Team Engineering Team F&B Service Team Finance Team Talent & Culture Team Executive Office Team Raffles Service Team Raffles Front Office Team Butler Team Willow Stream Spa Team Residences Team Security Team Externally In-House Guests Support of Guests and Residents (corporate or leisure contact persons) Loyalty Members Visitors and conference/meeting guests Taxi/Transportation Companies Government & VIP Liaison Officers Travel Agents Tour Guides External Suppliers / Sales People Local Authorities and Agencies Primary Responsibilities PERFORM EFFICIENT AND COURTEOUS CONCIERGE/GUEST SERVICES Ensure that safe working practices are followed including but not limited to emergency procedures. Ensure all Standard Operating Policies and Procedures are adhered to. Be familiar with all daily events and function occurring within the hotel and to effectively communicate this information to all staff on duty. Advise guests of points of interests in the surrounding area. Ensure the efficient and prompt handling and delivery of all messages, facsimiles, mail and parcels within the hotel. To assist guests in confirming airline tickets, making restaurant reservations, arranging tours and making transportation arrangements. Be familiar with all courier companies and their charges. Aid in the smooth operation of the car service, and to ensure that information is passed to Airport Representatives for all arriving and departing VIP’s. Ensure desk, lobby, hotel entrances, baggage areas and storage rooms are kept clean and tidy at all times. Handles transportation accounts and billings. Ensure all Concierge equipment is accounted for and is in good working condition. Advise the Chief Concierge of all guest comments. Record incidents or service issues in Royal Service Manager And other task assigned by superior. PROVIDE PERTINENT INFORMATION TO BOTH EXTERNAL AND INTERNAL GUESTS ON ALL HOTEL SERVICES, FACILITIES AND ONGOING PROMOTIONS Recommend hotel services, facilities and products. Suggest alternative quality establishments such as restaurants, museums, shopping centers, and etc. around hotel premises, or from requested location. Familiarize ongoing hotel promotions and offers. Familiarize and promote hotel loyalty program and other marketing programs. PROTECT THE PRIVACY AND SECURITY OF ALL REGISTERED GUESTS INCLUDING PROPERTIES BELONGING TO THE HOTEL AND ITS GUESTS Assist in handling of missing and lost and found claims from hotel patrons and guests. Share and implement among guests hotel house rules and regulations. Maintain public area and internal office cleanliness in coordination with Housekeeping Department. Adhere to hotel security and safety protocols including emergency preparedness. ASSIST IN THE IDENTIFICATION, INVESTIGATION AND RESOLUTION OF GUEST ISSUES AND COMPLAINTS Receive and assess complaints and issues from guests. Deliver appropriate response and empathy to guests during complaints and issues. Escalate to leaders all matters and incidents concerning hotel guests, their level of satisfaction, and security. Assist in recording guest issues and observations. Main Complexity/Critical issues in the Job Completeness and timely cascade of all job-related information Management of the guest service experience and expectations Proper tools and equipment for Concierge 24/7 operational availability Profile Knowledge and Experience Diploma or Bachelor’s Degree in Hospitality Management or any related field Minimum of one (1) year of relevant experience in the hotel industry Strong working knowledge of Opera and MS Office Applications Competencies Good interpersonal skills with ability to communicate with all levels of employee and guests Service oriented with eye for details Confidently able to resolve problem and make logical decisions to support guests’ needs. Excellent knowledge of surrounding area as asset Highly organized, career and results orientated with the ability to be flexible with hours, days off and additional duties. Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective. Self-motivated and energetic Job Level: Colleague Schedule: Full-time Shift: Rotating / Shift Work Travel: No Closing Date: 01.Jun.2020, 11:59:00 PM Job Number: MNL00265

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Company Info

Legal Form: INC

Company Type: Self-employed

Company Size: 5001 - 10000

Revenue: 1 - 5 billion (SGD)

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Job Ads found: 17372

Job Ads per Month: 361.9

Hiring Locations: 90

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