Concierge Bvlgari Hotel Milano

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.

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.

Cash handling tasks

Handle all duties according to hotel policies procedures internal rules and standards. Conform to cash handling procedures at all times.

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.
• Recognize it is my responsibility to develop my work and tasks following Marriotts Standard Operating Procedures (SOPs) and hotels LSOPs in order to comply with them.

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.

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 guests 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 ones 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).

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None