Junior Concierge

**Description**:
The Junior Concierge organizes and coordinates the Concierge services to ensure that each guest experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures during the assigned shift. The Junior Concierge also ensure the smooth operation of the Concierge. **What will I be doing?**

As the Junior Concierge, you will be responsible for performing the following tasks to the highest standards:

- Actively seek verbal feedback from guests and implement actions to improvements guest experience.
- Create a warm and welcoming arrival for guests, ensuring that they feel welcome and “at-home” upon arrival.
- Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
- Positively deal with and learn from guests’ complaints and comments with follow-up and feedback to the Chief Concierge/ Duty Manager to follow-up where appropriate.
- Follow-up with all guests to ensure satisfaction with problem resolution (service recovery).
- Make sure all guest requests and queries are responded to promptly and effectively, adhering to Hilton Brand Standards.
- Be available to assist on duty in the hotels during any busy days or special events. Be proactive towards guests, assisting them with any reasonable requests, and train all team members to be proactive before the guests ask.
- Take an active role in the concierge team, ensuring effective communication and work as a team in order to reach goals and targets.
- Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or offer assistance when in the lobby.
- Ensure that all guests are offered help to make arrangement for transportation and that they are invited back and bid farewell.
- Manage guests’ airport transportation, ensuring pick-ups and drop-offs are completed on time.
- Manage the storage and organization of guests’ luggage in a safe and secure, organized and systemized way.
- Monitor on movement and ensure short term and long term storage are well managing with a proper record.
- Responsible for all Bell Service activities such as luggage service upon guests’ check-in and check-out, luggage storage, message service, and information service and other related tasks
- Ensure that the concierge team maintains the lobby appearance to be neat and tidy, and that public areas are cleaned when necessary.
- Responsible in ensuring information is always available regarding hotel facilities and services, local tourist destinations and other interest, business information, airline and embassy information and shopping destinations. Ensure that sufficient maps, brochures, catalogue or reference material is available to answer any quest inquires
- Give recommendations on hotel operations when opportunities arise to improve services, increase revenue or reduce costs.
- Ensure any bookings and guest reservations are correctly carried out when required.
- Ensure appropriate handling and delivering of messages, receive and distribute packages, manage the daily post and correspondence of both guests and the hotel.
- Input information into ONQ regarding guests, ensuring accuracy, all details are completed, and that the information can be clearly understood by other team members.
- Familiar with hotel operating system especially OnQ PM, Kipsu, and HotSOS.
- Have detailed knowledge of departmental standards and Hilton brand standards, explaining these standards to the team and assessing team members’ performance against these standards.
- Monitor standards through regular standards review checks.
- Develop action plans to address shortfalls in standards and identifying shortfalls before they affect guest service.
- Maintain in-depth technical knowledge and skills required for the job.
- Participate in trainer programs, providing structured training to those starting careers in the hospitality industry.
- Understand relevant Health & Safety legislations and their implications on the operation of the department.
- Communicate to the team their responsibilities within Health & Safety, to ensure practices are implemented at all times.
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Adhere to the hotel’s security and emergency policies and procedures.
- Report all irregularities to the Chief Concierge/ Assistant Chief Concierge and seek assistance from the Rooms Division Director/ Front Office Manager, Assistant Front Office Manager or Duty Manager whenever needed.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

**Requirements**:
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