Interviews, trains and schedules the Concierge Staff (and Bell Staff). Supervises day-to-day performance of the staff. Coaches staff to achieve Core and Service Culture standards. Conducts performance reviews. Disciplines staff as needed.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
Assures that Concierge Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Complies with all Four Seasons’ standards
Works harmoniously and professionally with co-workers and supervisors.
Works closely with Front Desk, Reservations, and Guest Services to assure smooth handling of guest arrivals and departures.
Stores and retrieves packages and guest luggage when necessary
Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.