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Concierge Consultant

2 weeks ago

Cape Town, South Africa Pepperclub Hotel & Spa Full time

Concierge Consultant will be responsible for making guests feel at home and to ensure a memorable and genuine experience. You will organize, coordinate, and implements various services and programs and acts as an information source to all our guests.

**Requirements**:

- Proven working experience as Guest Relations Consultant
- Working experience in hospitality
- Adequate knowledge of personalized services principles and processes
- Hands on experience with guest relationship
- Proficiency in English, multilingualism will be considered an asset
- Guest service orientation and drive
- Excellent problem resolution skills along with outstanding communication and active listening skills
- Ability to work flexible hours
- Highly responsible and reliable with a professional presentation

**Responsibilities**
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Analyze customer feedback and provide strategic direction to continuously improve overall rating
- Respond to guests needs and anticipate their needs
- Expect and react promptly to guests’ requirements and inquires
- Actively listen and resolve guests’ complaints
- Oversee and coordinate all arrivals and departures of special guests
- Prepare and deliver VIP room drops to arrival rooms
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Make transfer and tour reservations
- Assist guests in restaurant reservations
- Upsell the Hotel facilities
- Manage the valet parking and luggage delivery of guests
- Meet & Greet departure and arrival guests

**Education**:

- High School (matric) (preferred)