Concierge at Domeo Resources International (DRI)

Main Function

• The Concierge is responsible for delivering highly personalised services and memorable guest experiences that reflect the hotel’s luxury standards.
• This role manages guest requests, reservations, transportation, local recommendations, and special arrangements while ensuring discretion, professionalism, and exceptional service at all times.

Responsibilities
Guest Experience & Personalised Service:

• Welcome guests warmly and assist with any inquiries or special requests.
• Provide expert recommendations on dining, entertainment, cultural attractions, and local experiences.
• Arrange reservations, tickets, guided tours, and bespoke guest itineraries.
• Deliver VIP services including personalised greetings, amenities coordination, and discreet handling of high-profile guests.

Concierge Services & Coordination:

• Handle transportation requests, including airport transfers, luxury car hire, chauffeur services, and taxi bookings.
• Assist with luggage storage, parcel handling, and special deliveries.
• Maintain updated information on local events, attractions, restaurants, and services..

Lobby & Guest Flow Management:

• Support overall lobby ambience by maintaining a warm, elegant, and organised front-of-house environment.
• Collaborate with the front desk, bell team, and security to ensure smooth guest flow and safety.
• Proactively approach guests to offer assistance and elevate service touches.

Administrative & Communication Duties:

• Maintain accurate records of guest requests, bookings, and concierge logs.
• Update guest profiles in the PMS with preferences and service notes.
• Communicate relevant information to departments involved in guest arrangements.

Guest Relationship Management:

• Build rapport and long-term relationships with returning guests.
• Anticipate needs by understanding guest preferences and travel patterns.
• Follow up on requests to ensure satisfaction and provide seamless service experiences.

Safety, Security & Professional Conduct

• Uphold luxury grooming and etiquette standards at all times.
• Maintain confidentiality and protect guest privacy.
• Ensure adherence to hotel safety and emergency protocols.

Qualifications and Requirements
Education and Certifications:

• Diploma or degree in Hospitality, Tourism, Business Administration, or related field.
• Additional certifications in customer service or hospitality are an advantage.

Experience:

• 2 - 3 years experience in concierge or guest relations roles.
• Experience in a luxury hotel setting strongly preferred.
• Familiarity with local attractions, dining, entertainment, and transportation networks.

Skills:
Guest-Centric Service:

• Exceptional communication, interpersonal, and presentation skills.
• Warm, polished, and proactive service style.

Local Expertise & Resourcefulness:

• Strong knowledge of the local area, cultural sites, events, and premium service providers.
• Ability to secure high-demand reservations and tailor experiences.

Professionalism & Problem-Solving:

• Calm, diplomatic, and solution-focused.
• Skilled at handling diverse guest personalities and complex requests.

Organisational & Coordination Skills:

• Ability to manage multiple requests simultaneously with high accuracy.
• Strong administrative and communication skills.