Job Purpose:

This position requires a socially focused, detail orientated team player who can operate under pressure to assist with the concierge service function along with the hotel Head Concierge and to take responsibility for managing and nurturing relationships with guests, key suppliers and staff.

Organisational Positioning:

· Department: Rooms Division

· Reporting to: Head Concierge

· Location: The Twelve Apostles Hotel Premises

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times
Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
Ensuring that you are familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook
Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections
Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you
Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager
To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards
To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service.

To Manage the Guest experience on a day-day bases forecasting and planning to ensure each Guest experience is Unique and personalized:

To ensure a welcoming, approachable, professional and efficient first impression of the Hotel.
Taking ownership, responsibility and control of all interactions and communications all Guest and consortia guests prior to, during and after stay, with the purpose of maximizing their guest experience and ensuring return business, be Trip Advisor driven.
Constant communication regarding BDA’s, sending out curtesy emails to encourage Trip Advisor
Ensuring that all Guest complaints are escalated to Head of department, with immediate action that was taken and followed through to ensure no issues arise.
Ensuring that all Guest related information is communicated to all relevant parties within the Hotel in a timeous and accurate manner.
Completing site inspections with prospective guests as needed as well as be flexible to support the sales and marketing functions particularly with regards to consortia; e.g. hosting dinners etc.
Ensuring that the festive season kiddies program is planned, organised, implements, managed and controlled in accordance with Hotel standards
Managing all gifting ensure that appropriate gifting is given to appropriate guests while being aware of budgetary constraints in line with Hotel standards, profiling all gifts to ensure we do no gift the same for returning guest
Ensuring to take a proactive approach in making sure you are fully prepared for the day and its arrivals by being aware of the appropriate handovers and guests coming in for that day or the next
To actively suggest guest improving ideas based on feedback, including gifting
To ensure that the Guest profiles get updated on Opera at all times.
To be constantly present in all outlets to lend support to the team as required and to be constantly of service to the guests as required to cover Hotel “Manager on Duty” shifts.
To ensure the special requests have been prepared appropriately for the day
Conduct periodic hotel vehicle checks
To support the Concierge Team Leader in the day-to-day management of the concierge team as well as with various administrative duties that may be delegated to you by the Team Leader (e.g., processing invoices, helicopter charges, newspaper orders.
To ensure that there is a written correspondence of all arrangements made with and on behalf of the guest ensuring that all role-players are fully informed with all information needs to effectively exceed the guests’ expectations.

NB: Preference will be given to employees from the designated groups with the provisions of employment equity act, no. 55 of 1998, sisa internal recruitment policy as well as units employment equity plans.

Assistant Concierge