Attending to immediate needs of VIPs upon arrival and paying attention throughout their stay.

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Resolve guest complaints, ensuring guest satisfaction.
all hotel restaurant food concepts, menu price range, dress code and ambiance.
daily house count and expected arrivals/departures (particularly VIPs).
local events, attractions, holiday schedules.

~ Maintain skilled appearance and follow the personal grooming and uniform standards.
Attend team briefings to meet with MOD to review daily occupancy, VIPs, groups, sites, events, glitches, etc.
Access all functions of computer system in accordance with departmental specifications.
maintain cleanliness throughout shift.
Legibly complete requisition for additional supplies/materials and submit to Front Office Manager.
Maintain updated resource materials on all vendors and information to accommodate guest requests.
Review designated in-house guest list and be familiar with guests' names and room locations.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Document all guests’ requests, complaints or problems and action accordingly. Bus/train transportation
Car rentals
Car repair and servicing
Babysitting services
Business center services/fax or telex services/mailing and delivery services
Film processing
Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
Flowers
Medical services
Religious services
Monitor and update logbook(s) throughout the shift.




Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
Compile weekly City Events Sheet detailing special activities and events within the local area; Assist guests in locating and retrieving lost luggage.
Telephone newly registered guests after check-in to establish guest needs and satisfaction. Compile all third-party invoices such as transportation, flowers, etc. in a timely manner to be posted in guest’s folio.
Post charges.
Assist in Emergency situations and be knowledgeable of the Crisis Management and Contingency Plan.
Report to the MODs any other relevant information or incidents during the shift operations.
Education: High school diploma.

- understand a guest’s service needs; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
- Technical Skills: Les Clefs d’Or membership (one or two keys) or must be actively working towards membership. Thorough knowledge of local restaurants, museums and attractions; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; Language: Required to speak, read, and write English. Additional language is an asset.
- The hotel is unable to assist candidates in obtaining Canadian work authorization.

📌 Service Concierge (Vancouver)
🏢 Rosewood Hotel Group
📍 Vancouver