Concierge

Concierge
(14832)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

**Job Summary**

Under the leadership of the Head Concierge and direction of the Assistant Head Concierge, and within the limits of the hotel’s policies and procedures, to provide prompt, efficient and responsive service to all guests prior to arrival, so as to achieve a high level of guest satisfaction and organizational profitability in an environment of high individual morale. Create an unforgettable impression and project a favorable image of the resort at all times. To project an image of courteousness and hospitality while handling guest inquiries. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service.

**Key Duties and Responsibilities**
- To action duties and responsibilities of the Concierge Department such as:

- Recommendation and booking of top Restaurants, Bars, Clubs, tours.
- Make sure the brochures are stacked neatly and that you have enough in stock
- Make sure you have enough stationery to write on and use recycled paper to write a to-do-list throughout your shift
- Ensure you have at least two pens on you at all times and that they are in perfect working order
- Assisting guests to purchase Table mountain tickets
- Book tours and transfers for guests
- Assisting guests to courier goods
- Assisting guests to package their goods prior to couriering it.
- Assisting guests with checking in on-line
- To assist in the investigation of guest complaints and queries.
- Reporting any improper behavior and lack of work performance of the Porters or Doorman to the Assistant Concierge
- Taking responsibility for duties of the desk as well as your own.
- Prepares itineraries for guests prior to arrival as per preference planner and for in house guests as required
- Assisting the Guest Service Agents with any difficulties they might encounter.
- Ensuring that the Concierge as a department performs up to One&Only standard in accordance with the Kerzner guide to core competencies as in point 3 below.
- Plan and coordinate with other departments all guest special requirements and requests and ensure information is updated in guest reservation.
- Ensuring that the Concierge work area is always clean and tidy:

- Clean the telephones and computer key board, mouse and screen before and after every shift
- Wipe the Concierge desk, the lamps and the counter top to ensure that it is dust free
- During your shift ensure that your papers are always in a neat stack next to your station
- Ensure that the seating area in front of Concierge is always neat and presentable, that it is clear of dirt in all areas and that the pillows are puffed, that it looks welcoming.
- Assist in ensuring that there are always the necessary brochures and maps available on the desk.
- Plans and coordinates with other departments all guest special requirements and requests and ensures information is updated in the guest profile on the Property Management system - Opera.
- Ensure that the Room Drop, Collections and Key register is completed correctly and always signed on collection.
- To be very meticulous in completing the daily check-list and check that it has been done during shift handover
- Taking ownership of the daily handover ensuring all unresolved topics such as guest requests are actioned during your shift. Handover topics are to be actioned within 12 hours of the requested time
- Assist with International and local newspaper requests:

- Retrieved from the guest’s Preference Planner sent via Reservation
- Ensuring that the papers are charged accordingly through the assistance from the Guest Relations Officers
- Ensure that the standing order of 10 local Cape Times is placed daily for guests who might request directly at the desk
- Utilize guest pr