Posting Date Nov 25, 2018
Job Number 18003874
Job Category Rooms and Guest Services Operations
Location The St. Regis Saadiyat Island Resort, Abu Dhabi, Abu Dhabi, United Arab Emirates VIEW ON MAP
Brand St. Regis Hotels & Resorts
Position Type Non-Management / Hourly
Start Your Journey With Us
The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York.
From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service.
Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite.
We invite you to explore careers at St. Regis.
Guest relation :
To be an ambassador of the hotel, in and outside the work place
To be in the guest area to have contact with the guests and to socialize, playing a Public Relations role
To provide a personal service to all the guests, fully aware and following the hotel standards and procedure
To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
To personally greet and escort the guests rather than pointing out directions
To ensure that the privacy of the guests and the confidentiality of the information is respected
To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it
To ensure that both the arrival and the departure lists are updated, transportation and airport services are scheduled and respected and all the set-
ups are according to guest requests and needs
To act as a representative of the Management when dealing with guest complaints or if a member of the Concierge team is facing difficulties that she / he cannot solve by her / his own
To escalate to management for advice in serious cases or if an approval is required
To be fully aware of and to report all guest comments or complaints
To ensure a proper use of the telephone etiquette as per St. Regis standard times
To ensure appropriate stock level for the smooth run of the Concierge operations and to prepare requisitions accordingly
To ensure that all in-house guests and / or visitors looking for assistance, personally, on the phone, fax or e-mail are immediately attended and their requests are well responded at any time
To ensure that all the outsourced services contracted by the Concierge are of high quality and fully corresponding to the guests and hotel’s requirements and needs, as approved by the hotel management
To ensure that all messages, correspondence, parcels, mail, luggage etc. are delivered as per hotel standards and procedures
To ensure that the lobby is free of baggage, trolleys and obstructing objects all the time and these items are safely stored
To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any malfunction
To ensure and perform a proper use of all the equipment and hotel management system and to have a perfect knowledge of the set ups
To assist in securing external guest accommodation should an overbooking occur
To ensure that all team members provide correct and prompt information about the outlets and promote the internal activities and events
To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Concierge team and to review the operational standards and procedures
To share daily activity highlights with the Front Office Department, including internal and external guest opportunities
Programs / Systems / Reporting :
To ensure the strict control of room keys and section keys as per hotel FOE
To daily review and update the Concierge logbook and to sign it
To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered
To ensure the SPG program is promoted and to build strong and long-term relationships with the guests
To be updated with the competitor’s offerings and rates
To assist the Front Office Department in preparing forecasts and statistics
To prepare and present daily / monthly activity and revenue reports, ensuring correct guest and service billing
To daily implement and control the check lists
It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility .
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.