Residences Concierge

[{{ $ | translate}}] Residences Concierge
The Ritz-Carlton, Astana


Job description

Critical competences: Specific tasks that will need to be completed in order to perform job
  • Maintain security and life safety procedures and react by following established procedures  in case of emergency.
  • Ability to focus attention on Resident and guest needs, remaining calm and courteous.  Ability to think clearly, quickly, maintain concentration and make concise decisions
  • Ability to promote positive relations with all individuals who approach the Concierge Desk and who communicate by telephone.
  • Ability to prioritize, organize and follow up.
  • Ability to focus attention on details.
  • Ability to maintain confidentiality of all guest information and pertinent hotel data.
  • Ability to ensure security of resident unit access.
  • Ability to work well under pressure of coordinating numerous requests at any given time.
  • Ability to perform job functions with minimal supervision.
  • Ability to remain stationary at assigned post for extended periods of time.
  • Ability to work cohesively with other departments and co-workers as part of a team.
  • Monitor all activities in and around the lobby – controlling all visitors and traffic.
  • Control access to units only through permitting access with valid unit admit forms.
  • Document and communicate Resident Maintenance and Service Orders to Management Office. 
  • Accept Parcels/Packages and Dry Cleaning – ensuring to complete log confirming receipt of items.  Co-ordinate delivery with Residents making sure to record acceptance of delivery.
  • Essential job function
  • Maintain complete knowledge of:
    • All hotel features/services, hours of operation.
    • All hotel restaurant food concepts, menu price range, dress code and ambiance.
  • Local events, attractions, holiday schedules.
  • Maintain complete knowledge and comply with all hotel, residence and departmental policies and procedures.
  • Maintain Security and Safety of Residential Units through Key Track, and only providing access through approved Unit Access Forms.
  • Set up workstation with necessary supplies; maintain cleanliness throughout shift.
  • Legibly complete requisition for additional supplies/materials and submit to Lead Concierge.
  • Maintain updated resource materials on all vendors and information to accommodate resident requests.
  • Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
  • Accommodate all resident requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.
  • Coordinate Resident requests with designated vendors according to departmental standards, to include:
    • Co-ordinate Hotel Services – Reservations, Laundry/Dry Cleaning, Room Service, Housekeeping, Restaurant,    Catering etc . . .
    • Bus/train transportation, Airline reservations, changes, cancellations
    • Limousine reservations
    • Car rentals
    • Car repair and servicing
    • Charter flights/rentals
    • Babysitting services
    • Banking/financial services
    • Business center services/fax or telex services/mailing and delivery services
    • Interpretation services
    • Notary services
    • Restaurant reservations, nightclub activities
    • Outside Vendor Dry cleaning, laundry, alterations, repairs
    • Film processing
    • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
    • Formal-Wear rentals
    • Flowers
    • Salon appointments
    • Shoe shines
    • Shopping services
    • Movie/theater/attraction tickets
    • Sightseeing tours
    • Medical services
    • Religious services
  • Legibly document all pertinent information in request log(s).  Monitor and update log book(s)    throughout the shift.  Follow up with Residents.
  • Handle complaints by following the instant pacification procedures and ensuring Resident satisfaction and follow-up.
  • Legibly complete confirmation cards according to The Ritz-Carlton standards and deliver to Resident upon completion of each arrangement coordinated for guest.
  • Relay accurate directions to Residents’ desired destination within local area and distribute maps with highlighted routes.
  • Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.
  • Monitor and maintain the cleanliness of the lobby and work areas.
  • Take, record and relay messages accurately, completely and legibly.
  • Successful completion of the training/certification process.
    At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

    Job Summary
         Respond to Residence owners' and their guests' requests for visitor information, special arrangements, or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction. Gather, summarize, and provide information to Residence owners and their guests about the property and the surrounding area amenities, including special events and activities. Announce all visitors, contractors, etc. to Residence owners before allowing them to go up and permit access to only authorize visitors, and implement into the key track system. Answer, record, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Engineer, Bellperson, Housekeeping) as necessary to resolve call, request, or problem. Understand and assist with owners' reservation services (HRS). Assist with scheduling of the elevator for move-in/out for Residence owners/tenants. Assist with Bell/valet services for owners when requesting for their vehicles. Perform Lobby Ambassador tasks. Review shift logs/daily memo books and document pertinent information in logbooks. Report any incidents, accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
         Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all Residence owners and their guests according to company standards, anticipate and address service needs, assist individuals with disabilities, and thank others with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested. Adhere to the highest standards of The Ritz-Carlton service excellence.
    The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.


    See description

    Job type
    Astana, Kazakhstan
    Rooms division
    Starting in
    As soon as possible

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