Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently. Inform guests of hotel services, features and room amenities. Attending to immediate needs of VIPs upon arrival and paying attention throughout their stay.

KEY RESPONSIBILITIES

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Maintain complete knowledge of:
- all hotel features/services, hours of operation.
- all hotel restaurant food concepts, menu price range, dress code and ambiance.
- all hotel room types, numbers/names, layout, appointments, amenities, and locations.
- all hotel room rates, special packages and promotions.
- daily house count and expected arrivals/departures (particularly VIPs).
- scheduled daily group activities, names, and location of meeting/banquet rooms.
- local events, attractions, holiday schedules.
- Obtain department keys; ensure security of such.
- Arrive at your respective assigned working locations, ready to commence work at your designated starting times.
- 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.
- Meet with departing Concierge to review business status, follow up items and any guest related pending tasks.
- Access all functions of computer system in accordance with departmental specifications.
- Set up workstation with necessary supplies; 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. Follow up with appropriate department to ensure completion & guest satisfaction and report to the MOD.
- Coordinate guest requests with designated vendors which may include but not limited to:
- Room accommodations
- Airline reservations, changes, cancellations
- Transportation from hotel to airport and return
- Bus/train transportation
- Limousine reservations
- Car repair and servicing
- Babysitting services




- Business center services/fax or telex services/mailing and delivery services
- Interpretation services
- Notary services
- Restaurant reservations, nightclub activities
- Dry cleaning, laundry, alterations, repairs
- Film processing
- Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
- Flowers
- Shoeshines and repairs
- Shopping services
- Movie/theater/attraction tickets
- Sightseeing tours
- Medical services
- Religious services
- Legibly document all pertinent information in guest request log(s). Monitor and update logbook(s) throughout the shift.
- Document all guests requests and follow up with appropriate department to ensure completion and guest satisfaction.
- Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
- Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
- 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; distribute to all departments.
- Assist guests in locating and retrieving lost luggage.
- Distribute all guest and departmental mail.
- Monitor, send and deliver guest faxes.
- Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.
- Telephone newly registered guests after check-in to establish guest needs and satisfaction. Follow up on any guest requests
- Adhere to all cashiering procedures:
- Compi

📌 Concierge (Vancouver)
🏢 Rosewood Hotel Georgia
📍 Vancouver