Concierge at Banksome Group of Companies

Job Summary

• The Concierge serves as the primary point of contact for guests, ensuring their comfort and satisfaction by anticipating and addressing their needs.
• This role involves coordinating services, providing information about the local area, and offering tailored recommendations to enhance the guest experience in a luxury setting.

Job Responsibilities

Guest Services

• Greet and welcome guests upon arrival, providing a warm and professional first impression.
• Assist guests with check-in and check-out procedures, ensuring a smooth and efficient process.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Provide detailed information about the serviced apartments, amenities, and surrounding area.
• Coordinate luggage assistance, transportation, and other arrival/departure logistics.

Personalized Recommendations

• Offer tailored suggestions for dining, entertainment, shopping, and local attractions based on guest preferences.
• Make reservations for restaurants, events, and other activities as requested by guests.
• Arrange for special services such as spa appointments, tours, and personal shopping.
• Liaise with other departments, including housekeeping, maintenance, and security, to fulfill guest requests and resolve issues.
• Maintain clear and effective communication with guests and team members to ensure high service standards.
• Keep accurate records of guest interactions, requests, and preferences for future reference.
• Manage incoming and outgoing mail, packages, and deliveries for clients.
• Maintain the concierge desk, ensuring it is organized, presentable, and fully stocked with relevant materials (maps, brochures, etc.).
• Monitor and update client’s profiles to personalize future visits and enhance the overall experience.
• Assist in emergency situations, ensuring guest safety and providing appropriate support.
• Coordinate with the front office manager and other departments during emergencies, following established protocols.
• Stay informed about local events, promotions, and activities to provide up-to-date information to guests.
• Participate in ongoing training to stay current with industry trends and enhance service skills.

Perform other duties as assigned.

Qualifications

• Minimum of 4 years of experience in a concierge or guest services role, preferably in a luxury hotel or serviced apartment setting.
• BSc/HND; a degree in hospitality management is a plus.
• Exceptional interpersonal and communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work under pressure in a fast-paced environment.
• Proficiency in multiple languages is highly desirable.
• Professional and well-groomed at all times.

Confidentiality

• The role involves working in a high-end, customer-facing environment where discretion and professionalism are paramount.
• This position may require standing for extended periods and handling heavy luggage.