Concierge Agent Job Qualifications High school diploma or equivalent; a qualification in Hospitality Management or a related field is an advantage. Previous experience in Concierge, Front Office, Guest Relations, or a customer service role within a luxury hotel is preferred. Excellent communication and interpersonal skills with a strong guest service orientation. Professional appearance with the ability to maintain confidentiality and discretion. Strong organizational, multitasking, and problem-solving skills. Good knowledge of local attractions, restaurants, transportation, shopping, and entertainment. Proficiency in Microsoft Office and hotel property management systems is an advantage. Fluency in English is required; additional language skills are an advantage. Key Areas of Responsibility 1. Guest Services & Operations Welcome guests in a warm, courteous, and professional manner, delivering personalized and anticipatory service. Provide accurate information about hotel facilities, services, local attractions, restaurants, transportation, shopping, and entertainment. Arrange restaurant reservations, transportation, sightseeing tours, tickets, and other guest requests promptly and efficiently. Anticipate guest needs and provide personalized recommendations to enhance the overall guest experience. Coordinate special occasions, celebrations, and bespoke guest arrangements in collaboration with the relevant departments. Handle guest requests, concerns, and complaints professionally, ensuring timely resolution and guest satisfaction. Liaise effectively with all hotel departments to ensure seamless service delivery. Maintain a clean, organized, and professional Concierge Desk at all times. Keep up to date with local events, attractions, and destination information to provide accurate recommendations. Promote the hotel's facilities and services while identifying opportunities to enhance the guest experience. 2. Administration Maintain accurate records of guest requests, reservations, messages, and concierge activities. Ensure all guest information is handled with the highest level of confidentiality. Report guest feedback, operational concerns, and unusual incidents to the Front Office Manager. 3. Teamwork & Development Attend departmental briefings, meetings, and training sessions as required. Build and maintain professional relationships with colleagues, business partners, and external service providers. Support the hotel's service culture by demonstrating GHM's values and contributing positively to the team. 4. Policies, Health & Safety Comply with all hotel policies, grooming standards, and departmental procedures. Maintain the highest standards of professionalism, ethics, and personal presentation. Follow all health, safety, fire, and emergency procedures. Carry out any other reasonable duties assigned by the Front Office Manager. #J-18808-Ljbffr