View Our Website View All Jobs

Concierge Host(Night)

Purpose of the role:

The role of the Concierge Host is to provide the highest level of personalised customer care and service to all residents, internal employees / clients and directors in line with the agreed service standards and procedures.

 

Main duties and responsibilities

The role is defined in the context of company’s values as follows:
Making First Impressions Last

In whatever part of the business we work, we aim to make the client’s first impression a positive and lasting one, delivering outstanding service and memorable client care

  • To provide a warm, courteous and prompt welcome on arrival for all residents and visitors to the building.
  • Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the residents on a daily basis.
  • To Anticipate residents' service needs, including asking questions of residents to better understand their needs and watching/listening to resident preferences and acting on them whenever possible.
  • Looking after all the resident needs whether it’s arranging their laundry service, chauffeur car service, private jet, theatre tickets etc.
  • Personalised bespoke service is maintained for every individual resident knowing their preferences and specific needs.
  • Attention to detail on all aspects of the job, whether it’s resident service or maintaining and managing the building to the required immaculate level.
  • To ensure that accurate log is maintained for any visitors, deliveries and are announced and escorted to the apartments as per the set standards.
  • Actively listen and respond positively to residents questions, concerns, and requests using brand or client specific process to resolve issues, delight, and build trust.
  • Thank residents with genuine appreciation and provide a fond farewell.
  • Engage guests in conversation regarding the area, property services, and area attractions/offerings
  • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • Maintains knowledge of rooms and their locations, services and facilities of the building.
  • Be reliable, flexible, honest and a strong advocate for company and the client.

Focus on People

We put people at the heart of our business and work hard to develop excellence working relationships.

  • Actively and positively engage with residents, colleagues, visitors, clients and our service providers to ensure a seamless service experience can be created.
  • Anticipate resident needs and follow up to ensure that their expectations are met and where possible exceeded.
  • Maintains awareness of cultural differences needed to meet residents specific needs and requirements.
  • Ensure that a great working relationship is maintained with our client and other departments within the building.
  • Ensure to visit the main management suite often to ensure face to face interaction with the management and the rest of the building team.
  • Take ownership and responsibility ensuring you are working effectively and developing close relationships with your colleagues.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Establishes relationships with local attractions, restaurants and other businesses to enhance guests' experiences
  • Support your colleagues and assist coaching new starters through their probation periods
  •  

Effective Communication
We stay close to the business, supporting, listening and responding to the needs of our people and our clients.

  • To handle all incoming telephone calls / enquiries promptly giving a warm, courteous welcome and using the agreed salutation.
  • Working close to all our service partners and maintaining a good relationship to expand business.
  • To carry out regular floor walks and security checks of the building and reporting and logging any details as required
  • To ensure that the a detailed daily log is maintained for any incidents, resident requests and shift handover.
  • To check, read and action e-mails and other requests regularly and on a timely basis.
  • To liaise and communicate with other team members and other service departments in a clear and timely manner to ensure service delivery and team work.
  • Maintaining and managing the petty cash float as per the standards.
  • Encourage and motivate colleagues to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
  • Taking ownership and liaising any resident requests as required.
  • Actively promoting “Bespoke Concierge” services to all the residents and visitors and to work close with all service providers.

SAFETY AND SECURITY:

  • work related accidents, or other injuries immediately upon occurrence to line manager
  • Follow client and department safety and security policies and procedures to maintain a clean, safe, and secure environment.
  • Maintain awareness of suspicious persons on property premises.
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel

ADMINISTRATION / GENERAL:

  • To maintain an organised and tidy work area – this is to include your desk, reception area, lobby and resident floor corridors.
  • To maintain appropriate stationery stocks in the reception area.
  • Protect the privacy and security of residents/ resident’s guests and coworkers.
  • Maintain confidentiality of proprietary materials and information
  • Ensure uniform, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Administrating any projects/presentation as required by the line manager.
  • Any other reasonable tasks asked to be performed by the management according to the changing business needs.
  • Analyses information and evaluates results to choose the best solution and solve problems.
  • Informs and/or updates line manager and the peers on relevant information in a timely manner.
  • Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.

PERSON SPECIFICATION

Qualifications

  • A minimum of two years’ previous experience working in a customer service environment, preferably within a 5 star hotel or similar hospitality industry.

Skills/Experience

  • High level customer service ambassador
  • Able to understand, anticipate and deliver outstanding personalised service
  • Able to demonstrate a professional and organised approach to the role
  • Great team player and can take ownership and responsibility.
  • Previously worked to policy and procedures
  • Logical thinker, able to spot errors and resolve issues
  • Ability to prioritise
  • Attention to detail
  • Professional service approach knowledge
  • Confident and outgoing nature
  • Professional presentation

Knowledge

  • Knowledge on Microsoft Office programmes and Outlook.
  • Knowledge on a Property Management System or equivalent.
  • Awareness of current security issues/threats is desirable.
  • Professional service approach knowledge.
  • Fluent in English both verbal and written (email particularly)

 

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

150