CONCIERGE – O&L Leisure (Pty) Ltd 198 views

PURPOSE OF THE POSITION:
To provide all guests with unforgettable, unique experiences prior to arrival and throughout their stay, while maximizing hotel revenue and occupancy aligned to the O&L Leisure Customer Experience Journey.

Key Performance Areas:

Welcome customers/guest and monitor the overall experience to ensure the service offered create an unforgettable, unique experience.
Operate inimitable Customer Experience and Quality Assurance Initiatives.
Provide guests with quality service by monitoring staff assignments and responsiveness and seeking opportunities to communicate with guests to personalize the service.
Provide personalized guest service based on preferences and ensures an ever-lasting bonding is created with guests.
Maintain the TLV (Temperature, lights, and Volume) to ensure guest experiences of luxury standards
Identify VIP arrivals, regulars and long-stay guests and advise housekeeping, spa, F&B outlets as well as banqueting accordingly so that they can prepare the standard amenities.
Manage/coordinate VVIP check-ins, and ensure that guest luggage records are accurately maintained, and all special requests are met.
Coordinate with the Guest Relations Officer, Front Desk, Rooms and Food and Beverage services activities where required
Compile a daily guest complaint resolution report with possible revenue loss and share with the guest relation officer/management.
Encourage guests to book the hotel facilities (Spa), meals through upselling restaurants and other guest experiences.

QUALIFICATIONS & EXPERIENCE:

Grade 12
Minimum 2 years experience in guest relations/customer service or a similar environment.
Excellent knowledge of local attractions and establishments.
Polite, friendly, and self-assured attitude.
Skills in multitasking and good time management.
International language
Restaurant operations will be an added advantage.

COMPETENCIES REQUIRED

Lives the O&L Values
Leads Growth
Takes Bold Stands
Causes Alignment
Being Authentic
Inspires Innovation
Deliver Extraordinary results