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Job description / Role

Employment: Full Time

Key stakeholders:

Front Office Colleague

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the "moments" business. We're intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn't take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

The Role

- To take time and get to know the guests, and to be committed to service excellence.
- To show presence in the Hotel Lobby and provide service that is sincere, warm and enthusiastic, ensuring the guests' satisfaction.
- Work closely with Front Office, Housekeeping and Food and Beverage regarding guest needs and special requests
- Take opportunities to delight the guests.

Key Deliverables and Responsibilities

Planning & Organizing

- Awareness of local activities and recreation options
- Be fully aware of the daily information and activities both in the hotel and locally.
- Check Hotel status including occupancy, functions, groups, VIPs.
- Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
- Is aware of the daily activities and has product knowledge of all the hotel facilities.

Requirements

Operations

- Follow the grooming standards at all times
- Attend training classes as per schedule
- Show fullest cooperation and respect within the team and other departments
- Perform as per OSM Standards and in line with the Company's Values and Core Behaviours
- Check equipment and report issues to IT or Engineering
- Handle guest complaints and report to manager
- Show fullest cooperation and respect within the team and other departments.
- Ensure the prompt and efficient handling off all guest luggage on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.
- Ensure that all luggage is covered with a baggage claim tag.
- Parking of guests and visitors vehicles in the designated hotel parking area.
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
- Handle issuance of guest room key cards and ensure effective control for guest security.
- Report any unusual occurrences or requests to the Concierge desk.
- Responsible for the efficient, clean, safe and hygienic maintenance of the Concierge Desk area.
- Responsible for lobby paging services under the supervision of Concierge.
- Practices suggestive selling and able to familiarize guests to hotel facilities.
- Co-ordinates with Front Office to ensure that payment of guest folios is protected at all times, vis-à-vis scanty baggage procedure & release of guest bags on departure.
- Escorts guests to their rooms. For the first time guests, explain hotel facilities. In the room explain room facilities such as (how lights & TV function, safe, AC, fire exit, etc.)
- Ensure luggage is placed for guest to unpack.
- Ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.
- Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time.
- At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
- Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently and courteously.
- Ensures prompt & efficient message, newspapers, parcels & package deliveries to guests, as per hotel policy.
- Arrange all guest transportation requests including Limousine service, Shuttle Bus and car rental with coordination with our rent a car agent available in the hotel.
- To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.

Administration

- Handling telephone calls at the Concierge desk.
- File daily concierge desk report and documents systematically under the supervision of Concierge
- Maintains accurate records / documentation, as per operational and organizational requirements.

Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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