Concierge

**About us**

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

**Your day to day**

Under the general direction of the Chief Concierge, you will be responsible for delivering True Luxury InterContinental Brand standards with an emphasis on Global Etiquette service standards. Being the first person the guest meets; you will be an ambassador of the hotel who will offer our discerning guests with an unforgettable luxury experience ensuring the highest standard of service and professionalism at all times.

You will have the ability to offer insightful and bespoke recommendations based on individual guests’ preferences and be able to maintain a high level of product and service knowledge in order to best serve and facilitate guest requests.

**Financial Returns**
- At every possible opportunity promote the hotel’s other businesses such as Food and Beverage and Spas, with recommendations to entice a visit
- Assists the Chief Concierge in the preparation and management of the department’s budget and is aware of financial targets
- Recycles whenever and where-ever possible and enforces cost saving measures
- Help control hotel costs by managing the schedule per occupancy and guest demands
- Contribute to hotel revenues - for example: through tour and transportation bookings
- Manage Cash Float (if applicable) and financial transactions within hotel policies and procedures

**People**
- Manage day-to-day staffing requirements, plan and assign work, and work with their team to establish performance and development goals
- Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
- Educate and train team members in compliance with local laws and safety regulations
- Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards
- Ensure all team members are properly trained in areas such as: service delivery, hotel facilities and services, local directions, etc. and have the tools and equipment needed to effectively carry out their job functions
- Works with the Chief Concierge to ensure the departmental performance of staff is productive. These include:

- Prepare induction programs for new employees and allocate sufficient time for their implementation
- Conduct on the job training in accordance with the departmental standards and procedures and maintain a record of progress for each staff member
- Provide input for probation and formal performance appraisal discussions in line with company guidelines
- Ensure new staff attend Corporate Orientation within first month of hire
- Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

**Guest Experience**
- Demonstrate service attributes in accordance with industry expectations and company standards including;
- Being attentive to guests
- Accurately and promptly fulfilling guests’ requests
- Anticipate guests’ needs
- Maintain high level of knowledge which affects guest experience
- Ensure team members provide guests with prompt service, professional attention and personal recognition
- Ensure guests are greeted upon arrival and make time to interact effectively with guests
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Communicate any outstanding guest requests or issues to other necessary departments and ensure follow up
- Collect, provide and maintain comprehensive updates to be prepared to meet guests request and deliver superior service. These services could include: sporting events, places of interest, restaurants, theatre, airline, transportation tickets, limousine rentals, sightseeing tours, spa services, sitters, florists, couriers, mail services, international calls and any other information of interest
- Have the ability to foster a good guest relationship in a very short space of time
- Be prepared and equipped to meet the diverse cultural needs of guests from around the world
- Ensure a “welcoming sense of arrival” and demonstrate a “sincere farewell” by supporting any needs at the bell stand or the door while ensuring the lobby and Concierge area’s appearance reflect highly on the hotel and company

**Responsible Business**