Concierge
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Concierge

Westin Excelsior Rome

Posted

Expired

Concierge

About the job

The Westin Excelsior Rome is sourcing for a Maintenance who will report to the Chief Engineer.

POSITION SUMMARY

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Monitor club lounge for seating availability, service, safety, and well-being of guests.



Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests 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 by Supervisors.



CRITICAL TASKS

Safety and Security

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Maintain awareness of undesirable persons on property premises.
Policies and Procedures

Protect the privacy and security of guests and coworkers.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations

Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Assist other employees to ensure proper coverage and prompt guest service.
Communication

Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Exchange information with other employees using electronic devices (e.g., cell/mobile phones, earpieces, pagers and two-way radios, email).
Working with Others

Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.
Physical Tasks

Stand, sit, or walk for an extended period of time or for an entire work shift.
Enter and locate work-related information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Greet/Escort Guests

Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Guest Services

Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
VIP/Concierge Services

Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Respond to special requests from guests/residents with unique needs.
Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
General Concierge - Club Level

Monitor club lounge for seating availability, service, safety, and well-being of guests.
Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and everything is in working order.
Clean and reset tables after guests depart.
Bus and wipe down tables in club lounge.
Check in with guests to ensure satisfaction with food or beverages.


CRITICAL COMPETENCIES

Interpersonal Skills

Customer Service Orientation
Team Work
Diversity Relations
Interpersonal Skills
Communications

Communication
English Language Proficiency
Listening
Telephone Etiquette Skills
Applied Reading
Personal Attributes

Positive Demeanor
Presentation
Integrity
Dependability
Adaptability/Flexibility
Organization

Multi-Tasking
Time Management






PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Supervisory Experience

No supervisory experience is required

About you

  • Languages required: English and Italian.

The company

The hotel is one of the city's most imposing palaces, rich in history and located on one of the most celebrated and talked about streets of Rome and close to Rome's main attractions: the legendary Via Veneto, nestled between the Spanish Steps and the Borghese Gardens & Gallery. The Westin Excelsior’s magnificent and imposing dome unveils the most spectacular and opulent suite in Europe – the unparalleled Villa La Cupola offering the ultra elite a truly ‘Roman Emperor‘ experience. Set on two floors, the suite combines breathtaking views of the city with sumptuous splendours throughout.

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Expired

Concierge

Rome, Italy

Full-time, 3 months

Start Date:As soon as possible