Concierge, Owner Services Team
Fairmont The Palm
Total des années d'expérience :19 years, 2 Mois
1. All Owner information gathered must be entered into Profile Plus ensuring what we have learnt is shared with all
2. All Owner information specific to The Palm must be entered on PM
3. Ensure all Owners services, reservations and tours are confirmed and in good standing at all times
4. Identify and document all requests, expectations of Owner's and Guest profiles to facilitate personalized experiences. Exude warmth and readiness, and exhibit professional, friendly behavior
5. Provide advance itinerary planning and reservations at least 30 days prior to arrival. Coordinate all desired arrangements and create personalized itineraries
6. Inspect arriving residences, ensuring that they are in pristine condition and that all preferences are in place.
7. Greet Owners and Guests upon arrival, providing them with an orientation to the Club and all available services; Offer extensive knowledge of retail and restaurant outlets on The Palm.
8. Update Concierge referral material on a continual basis and educate other Concierges, Door
Attendants and Butlers on new information to ensure accurate details are provided
9. Work directly with all departments and Colleagues to establish consistent positive communications and interdepartmental cooperation. Self-motivation is a requirement
10. Provide special event coordination of private party requests in the private room or in room as requested
11. Ensure that all aspects of the property are working at all times by reporting any problems promptly to Owner Services Manager, Housekeeping, or Engineering
12. Conduct tours of property for prospective Owners and special guests such as travel agents
13. Operate Opera software and accurately confirm, change, or cancel reservations
14. Maintain a cash bank following designated banking procedures
15. Act as a Duty Manager
16. Review daily arrivals and identifying any special requirements with the Door Attendants, Butlers and Housekeeping to ensure proper preparation for all arrivals.
Supervise Front Desk staff, including Front Desk Agents, Night Auditors and Bellmen
• Assist with scheduling of Front Desk staff
• Troubleshoot all guest issues and problems
• Determine and process all guest compensation issues
• Inform Reservations Manager or General Manager of any major issues and process any
compensation agreed by Reservations Manager or General Manager
• Ensure open communication with owner, group, wholesale and shuttle departments and
ensure all pertinent information is given to the individual departments
• Assist with Direct, Wholesaler and Group Guest Check In and Check Out and ensure all
correct procedures are followed
• Assist with making walk in direct reservations
• Ensure all bookings made adhere to Big White Central Reservations payment and
cancellation policies
• Assist in making shuttle bookings and ensure all pertinent information is collected and shuttle
schedules and policies are adhered to
• Ensure high level of customer service is maintained at all times by all Front Desk staff
• Assist with cash, credit card and debit card payments when necessary
• Assist with all incoming telephone calls to Front Desk lines
• Assist guests with all questions and reasonable requests
• Ensure accurate information is provided to all clients with respect to all Big White and
Central Reservations products
• Assist Front Desk Agents with daily shift audit and ensure all audits are correct
• Check and organize Bellman for porterage and Buses
• Organize 24 hour Transpo call backs
• Maintain clean and tidy appearance of all Front Desk staff
• Ensure Front Desk area is clean and tidy at all times
• Any other reasonable requests as made by a Central Reservations Manager.
Maintain an inventory of vacancies, reservations and room assignments
Register arriving guests and assign rooms
Answer enquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guests' complaints
Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems
1. Manage operation of the Front desk including Cashier. Ensure that policies and procedures are complied with the highest standard of service and guest satisfaction.
2. Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liase on all groups and FIT movements.
3. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management.
4. Ensure that budget and cost effectiveness at the Front Desk are achieved.
5. Work with Housekeeping and Engineering on daily operations regards to guestroom status.
6. Handle guest complaints and review compliments.
7. Review Front Desk Logbook daily to monitor all activities.
8. Review all VIP room blocking.
9. Supervise and train all Front Desk staff to ensure that the best guest experience is provided.
10. Familiarize with Front Office policies and procedures and special rate & programs.
11. Participate morning briefing, or organize afternoon hand-over briefing daily and disseminate information to Reception team as soon as possible.
12. Greet guests as time permits at lobby and assists Receptionist during busy period.
13. Chair monthly Reception meeting to review performance & discuss existing problems for improvement.
14. Approve duty roster prepared by Chief Receptionist and revise if necessary.
Maintain an inventory of vacancies, reservations and room assignments
Register arriving guests and assign rooms
Answer enquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guests' complaints
Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems
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