Concierge at BeHere Nigeria Limited

Reports To: Manager
Department: Concierge Office

General Mission

• We seek experienced concierge officers who would deliver consistently exceptional service to all our customers.
• The concierge office is our operational nerve centre and our concierge officers are part of our front-line staff with a duty of care for our entire guest, ensuring guest comfort, guest satisfaction is utmost priority.
• They will operate both the front end and back end offices and must be well conversant/knowledgeable of every aspect of our business and supervising our people by assisting the manager in coordinating operations of all other Departments.

Responsibilities

• Conduct and sign off on all Pre check-in room examination. Prepares guest reservation status and identifies duration of stay.
• Co-ordinate arrival of guest ETA and timely dispatching of Airport Pick-up, and prepare security pass for guests on arrival.
• Assists in preregistration and blocking of rooms for reservations, assigns rooms, accommodate special request within available means and administer guest check-in, and check-out in the most expeditious manner.
• Thoroughly understand and adheres to proper credit checks- cashing, and establish cash handling policies and procedures, verifies method of payment and follows established credit checking procedures.
• Uses proper telephone etiquette in managing all incoming phone calls, has complete and up to the moment status of types of rooms available, room names, and room rates.
• Sales-minded and presents options and alternatives to guests and offer assistance in making choices and using suggestive selling techniques to sell rooms and promote our other services.
• Coordinates room status updates with the housekeeping department by notifying housekeepers of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
• Manage all cancellation procedures proactively following refund policy.
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
• Performing cashier related functions, posting charges to guest accounts, currency exchange.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out’s.
• Foreign currency exchange etc.
• Coordinates the maintenance unit and execute all requests for maintenance and repair work.
• Knows all in house safety systems, emergency procedures, and muster points, and is aware of all fire and accident prevention policies.
• Follow established procedure to register any guest visitors and signing in-visitors that sleep over.
• Duty over the outdoor spaces, ensuring the gardener and cleaners keep outdoor spaces, (gym, gardens, car park, lawns) well-presented in a welcoming and respectable state
• Remain vigilant to all aspects of security and report any breaches or issues to the manager or escalate to security agencies in the case of an emergency.
• Work in tandem with the housekeeping supervisor, security supervisor, chief chef and maintenance man to ensure smooth daily operation.

Desired Personality:

• Team work spirited individuals
• Persons with attention for details and a knack for excellence
• Person’s person with great interpersonal skills
• Audacious, lively and exciting disposition.
• Courteous, warmly and extremely resourceful
• Articulate and communicates well both verbally and in written language.

Qualifications and Experience

• Educated at Graduate Level - HND, B.Sc - Any relevant professional qualifications/training is a plus.
• Demonstrable organizational and administrative skill
• Working knowledge of use Printer, Scanner, Photocopy etc
• Hands on experience with hotel management software, excellent Microsoft office skills at an intermediate level, specifically with experience of Word, Excel, Outlook and PowerPoint and working knowledge of digital/new media skills.
• Must have professional experience of interfacing with customers in a corporate or luxury business environment, in front desk roles, reception or concierge roles.