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.    

Role 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

• Minimum of 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.