Chief Concierge & Guest Service Supervisor
Movenpick hotel & Resort
Total years of experience :4 years, 6 Months
Greets customers immediately with a friendly and sincere welcome.
Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
Answers telephone calls and inputs messages into the computer.
Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for customers as requested.
Arranges and confirms recreation, business and dining activities both inside and outside the hotel. Promptly responds to requests for dentists, doctors, child care, florists, etc.
Registers VIP guests by inputting and retrieving information from a computer system, confirming pertinent information such as number of guests and room rate. Promotes Hilton marketing programs. Makes appropriate selection of guest rooms based on guest needs. Codes electronic keys. Confirms the room number and rate. Provides folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Responds to guest complaints, conducts research to develop the most effective solutions and negotiates results. Listens and assists in resolving problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity.
Distributes printed materials such as brochures of local attractions or other Hiltons,
Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
Operates facsimile machine to send, receive, and log incoming transmissions. Notify guests using the message function of the computer of incoming faxes.
Escorts VIP guests to accommodations.
Handles cash, makes change and balances an assigned house bank. Perform simple arithmetic functions using a calculator.