JOB TITLE: Concierge and Guest Relations REPORT TO : Head Concierge and Guest Experience Manager SCOPE AND GENERAL PURPOSE OF THE JOB To provide the highest standard of service and customer care and help to maintain the smooth and efficient running of the Front of House department and other departments as required. QUALITY STANDARDS To carry out all tasks in accordance with procedures as outlined in the Front of House Standards Manual and other Department Manuals as required. Ensure that guests are greeted in a professional and friendly manner and that they assisted with luggage. To ensure that the lobby is kept clean and tidy at all times. Ashtrays outside front door should be emptied and chrome cleaned regularly. To regularly check the ladies and gents toilet to ensure they are maintained to Hotel standards. To be responsible for the prompt delivery of guest messages and parcels to their room. To be responsible for the security of the lobby area and front door. To be responsible for the safe storage of all guest luggage stored in the luggage room. To be responsible for the delivery of guest newspapers. To be responsible for the parking of guest cars where possible. To carry out a floor walk on a regular basis as required, observing for maintenance faults as you go and recording accordingly. To assist with guest enquiries with regard to hotel facilities and local amenities. To assist with bookings for taxis, restaurants, shows and other visitor attractions. To assist of other departments as required. COMMUNICATION To bring customer comments or any issues to the attention of your Manager / Supervisor. To maintain effective communications with all Departments with specific attention to Front Office. To ensure that all are greeted with a friendly welcome and offered the highest standards of guest care and customer satisfaction throughout their stay. To identify maintenance issues and report accordingly. HEALTH AND SAFETY To have full knowledge of and be able to act upon the Hotel Fire and Health and Safety Procedures. To complete all duties and tasks with due care for the Health and Safety of yourself and other employees and guests. To ensure the highest standards of personal presentation whilst wearing the company supplied uniform, in accordance with Department Standards Manual. To report and where necessary take action on incidents, accidents, fire, loss or damage. OCCASIONAL DUTIES To carry out any other reasonable duties as requested by a member of the management team. Attend meetings. Attend Hotel Training. Skills: guest relations Excellent customer service luggage valet parking Benefits: complimentary golf perks Staff Discounts meals on duty referral bonus