PLAY Concierge
I. BASIC PURPOSE / JOB BRIEF:
Handles cashiering transactions, manage guest complaints, email and phone call inquiries. Performing basic administrative/secretarial and reception duties, provide information to the guest regarding other BU's etc.
II. MAJOR RESPONSIBILITIES AND DUTIES:
1. Maintain readiness and cleanliness of all areas by cleaning equipment and play areas as determined by Policy and Procedures. Report area concerns to Play Supervisor.
2. Informs, advises and recommends to guests, Play retail services, products and/or facilities available and assists them in choosing and securing these services, products and/or facilities.
3. Maximizes guest revenue potential, satisfaction and utilization by promoting and booking Play services & facilities and other Hotel restaurants and services to guests. Provide alternatives if their first request/choice cannot be met.
4. Coordinate incoming and outgoing communication with utmost courtesy and professionalism to ensure competence, performance and daily operational objectives are met.
5. Efficiently resolve any issue or guest complaint (while being mindful of safety and security) to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional guest service is provided at all times. Proactively ensure that recovery, resolution and follow-up action or rectification will prevent recurrence of the same or similar issue/incident.
6. Conduct walk-in/requested Play tour and pre-booked site inspection.
7. Assist with Play driven promotions.
8. Assist with journalist visits and photo shoots.
9. Liaise with other key departments across the hotel and delegate tasks as required to ensure the entire departmental personnel meet operational requirements. Identify areas to improve communication and the smooth flow of information between departments
10. Continually look to improve and develop departmental procedures in order to increase efficiency and productivity, and improve service to guests.
11. Maintain and continually enhance product knowledge of services, events and facilities of the hotels and surrounding areas to ensure guests receive accurate, timely information and advice
12. Adhere to and exhibit pro-active performance in accordance with internal policies by taking responsibility for ensuring the workplace is free of unacceptable workplace behavior that a workplace culture of equity and diversity is fostered
13. Promote an environment where workplace hazards are minimized and the health and safety of employees and guests are valued
14. Maintain high overall guest satisfaction in all areas and achieve high quality guest service standards.
15. Attend and adhere to training and guidelines on service quality, product knowledge and obligated technical skills and/or required by the company.
16. Diligently complete, track and provide pertinent daily/weekly/monthly/periodic reports, statistics and analyses in a thorough, neat and timely manner.
17. Report accidents, injuries, unsafe work conditions and/or security issues to the management
18. Strictly abide by and comply with policies related to fire, hygiene, health and safety, and cleanliness in work stations, private guest areas and public areas
III. JOB SPECIFICATIONS:
Educational Requirement:
- Degree holder is a plus but not required.
- CPR, First Aid, and AED certifications (must be obtained within 60 days of hire)
Experience Requirement:
- To have worked in hotels before (preferred) Basic computer skills
Skills and Attributes
- Leadership Skills:
- Can communicate in English
- Excellent personal skills
- Self-motivated, ability to prioritize multiple tasks
- Extrovert, proactive, responsible, alert and agile
- Pleasant personality, efficient and tactful
- Technical Skills:
- Proficient in software packages including Word, Excel, Outlook and PowerPoint
- Physically fit and active
- Other Qualifications:
- Warm smile, good skin, good posture and good teeth.
- Energetic and positive.
- Can communicate in English
- Consistently well-groomed.
- Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
- No visible tattoo
PLAY Concierge
I. BASIC PURPOSE / JOB BRIEF:
Handles cashiering transactions, manage guest complaints, email and phone call inquiries. Performing basic administrative/secretarial and reception duties, provide information to the guest regarding other BU's etc.
II. MAJOR RESPONSIBILITIES AND DUTIES:
1. Maintain readiness and cleanliness of all areas by cleaning equipment and play areas as determined by Policy and Procedures. Report area concerns to Play Supervisor.
2. Informs, advises and recommends to guests, Play retail services, products and/or facilities available and assists them in choosing and securing these services, products and/or facilities.
3. Maximizes guest revenue potential, satisfaction and utilization by promoting and booking Play services & facilities and other Hotel restaurants and services to guests. Provide alternatives if their first request/choice cannot be met.
4. Coordinate incoming and outgoing communication with utmost courtesy and professionalism to ensure competence, performance and daily operational objectives are met.
5. Efficiently resolve any issue or guest complaint (while being mindful of safety and security) to ensure their needs are met and their expectations are exceeded. Ensure on-going relations and rapport are not compromised with the guest and exceptional guest service is provided at all times. Proactively ensure that recovery, resolution and follow-up action or rectification will prevent recurrence of the same or similar issue/incident.
6. Conduct walk-in/requested Play tour and pre-booked site inspection.
7. Assist with Play driven promotions.
8. Assist with journalist visits and photo shoots.
9. Liaise with other key departments across the hotel and delegate tasks as required to ensure the entire departmental personnel meet operational requirements. Identify areas to improve communication and the smooth flow of information between departments
10. Continually look to improve and develop departmental procedures in order to increase efficiency and productivity, and improve service to guests.
11. Maintain and continually enhance product knowledge of services, events and facilities of the hotels and surrounding areas to ensure guests receive accurate, timely information and advice
12. Adhere to and exhibit pro-active performance in accordance with internal policies by taking responsibility for ensuring the workplace is free of unacceptable workplace behavior that a workplace culture of equity and diversity is fostered
13. Promote an environment where workplace hazards are minimized and the health and safety of employees and guests are valued
14. Maintain high overall guest satisfaction in all areas and achieve high quality guest service standards.
15. Attend and adhere to training and guidelines on service quality, product knowledge and obligated technical skills and/or required by the company.
16. Diligently complete, track and provide pertinent daily/weekly/monthly/periodic reports, statistics and analyses in a thorough, neat and timely manner.
17. Report accidents, injuries, unsafe work conditions and/or security issues to the management
18. Strictly abide by and comply with policies related to fire, hygiene, health and safety, and cleanliness in work stations, private guest areas and public areas
III. JOB SPECIFICATIONS:
Educational Requirement:
- Degree holder is a plus but not required.
- CPR, First Aid, and AED certifications (must be obtained within 60 days of hire)
Experience Requirement:
- To have worked in hotels before (preferred) Basic computer skills
Skills and Attributes
- Leadership Skills:
- Can communicate in English
- Excellent personal skills
- Self-motivated, ability to prioritize multiple tasks
- Extrovert, proactive, responsible, alert and agile
- Pleasant personality, efficient and tactful
- Technical Skills:
- Proficient in software packages including Word, Excel, Outlook and PowerPoint
- Physically fit and active
- Other Qualifications:
- Warm smile, good skin, good posture and good teeth.
- Energetic and positive.
- Can communicate in English
- Consistently well-groomed.
- Able to work on flexible shifts including overnight, weekends and holidays on rotation basis
- No visible tattoo