Oct 23, 2017
Under the general direction of the Chief Concierge will demonstrate the highest standards of guest care and welcome to achieve the highest possible guest satisfaction. Key responsibilities: Manning the main door of the hotel, luggage service, message delivery, newspaper distribution. Providing accurate information concerning hotel facilities, venues and functions; assisting guests with all enquiries, both hotel and non-hotel related; well aware of the hotel activities of the day and key occurrences in the city/location including directions to key points of interests, restaurants, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems, and special events. Assist Bell Service with their tasks and duties. The colleague will be expected to replace Bellman when required and also cover night shift regularly. Duties and Responsibilities FINANCIAL RETURNS Promote Inter-hotel sales, in house facilities and Food & Beverage outlets, and hotel Transport options To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize hotel sales. To have a full working knowledge of the IHG Rewards and Ambassador programme and its benefits. Recycle wherever possible and enforce cost saving measures where appropriate. OUR PEOPLE Comply with the hotel rules and regulations and provisions contained in the Employee Handbook. Comply with the company grooming standards Comply with time and attendance policies. Actively participate in training and development programs and maximize opportunities for self development. To carry out on the job training in conjunction with and under the direction of line Manager. Actively develop positive and effective communication between bell service and all other operational Departments. Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries. Collaborate closely with the bell service, valet parking staff and ensure the smooth handling of guests’ and patron vehicles. GUEST EXPERIENCE Demonstrate service attributes in accordance with industry expectations and company standards including: Being attentive to Guests; Accurately and promptly fulfilling Guests requests; Anticipate Guests needs; Maintain a high level of knowledge which affects the Guest experience; Demonstrating a ‘service’ attitude; Greets guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity. Maintain a high level of product and local knowledge. Focus on the guest needs and go the extra mile. Immediately handles all guests’ requests and promptly follows up to ensure satisfaction. Be familiar with all “In the Know” knowledge including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, etc Be familiar with cultural programs and events going on in the city and its surroundings. Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable of where further information can be obtained. Perform personal services such as delivering messages and packages, running errands and replying to guests’ queries and requests. Ensure all measures are taken so as to guarantee that guests depart from the hotel with a positive impression of hotel services. Attend to guest’s complaints, inquiries and requests, refers problems to Manager if he/she unable to assist. Take personal interest and pride to ensure that the Bell Service Area, hotel entrance and storing area are kept clean and in an orderly state at all times. Whenever possible to anticipate guest’s needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner. Ensure all customers receive a fast efficient and friendly and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of Front Office. Perform tasks as directed by the Manager in pursuit of the achievement of business goals. Must ensure high recognition of IHG Rewards and Ambassador Members in order to achieve high scores in the HeartBeat survey. Ensure maximum involvement in the HeartBeat program in order to obtain higher results. Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options. RESPONSIBLE BUSINESS Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety. To participate with the hotel team in the Responsible Business Week Activities. Familiar with emergency and evacuation procedures. Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager. Ensure and maintain the security of information relating to customer and personnel in the hotel. Perform other duties as directed ACCOUNTABILITY Comply with the Company’s Code of Conduct. Comply with the company values and model desired behaviors. Facilitate and assist in tasks of Bell Service. Do you have what it takes to be a leader in the world's most global hotel company? If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist. Qualifications Ideally, the candidate must possess previous work experience in a Front Office/Concierge environment or equivalent. Is a team player and have strong verbal and communication skills. He/ She must be customer oriented and is flexible to work in various shifts.
InterContinental Hotel Group
InterContinental Fujairah Resort - Al Aqah - United Arab Emirates