Job Purpose
Responsible to provide exceptional, personalised luggage, transport, and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is memorable
Key Performance Areas
Prepared Work Environment: Identify issues with regards the workstation appearance/ functioning of equipment and systems
Conduct inspections of vehicles and identify any issues to be addressed
Check overall cleanliness of vehicles, parking areas and general porte cochere area
Check fuel levels and ensure car is ready to transport guests
Review the arrival and VIP lists daily and understands special requirements
Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling
Co-ordinate the scheduling of maintenance of vehicles when necessary
Assist in preparing and distributing welcome / VIP amenities.
Be familiar with the hotel and resort facilities, promotions and activities
Transporting Services: Co-ordinate and park vehicles of visiting guests and residents
Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination
Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property.
Greet all guests when they enter the vehicle; and assist disabled guests as necessary.
Transport guests safely to any destination in accordance with hotel policies and rules.
Plan routes to destination Log transport to external destinations and file necessary documentation
Raise charges May be required to collect and deliver other items as requested by management
Delivered Luggage Services: Collect guest luggage and equipment on arrival and take through to front desk
Tag baggage items and return the identification slips to guests.
Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
Interact with guests and provide professional service standards and solutions to questions and enquiries
Identifies customers and understand their preferences
Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
Job Requirements
Education
Grade 12
Experience
Experience in a customer service environment is an advantage
Work conditions and special requirements:
Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts)
Physically able to stand, drive, lift luggage and move around as per job requirements
Have an open attitude to perform similar functions to those contained in this document, in alternative outlets due to operational requirements
Accreditation/Registration/Licences: Public Driver's Permit (PDP)
Valid Driver's licence Code 10 with a clean driving record
Skills and Knowledge
Core behavioural Competencies:
Dealing with customers
Problem solving
Checking
Collecting information
Verbally informing
Friendly presentable individual
Technical/Proficiency competencies:
Hotel Product Knowledge (facilities and activities)
Knowledge of the area and important landmarks in the area
English Verbal and Written Communication skills
Read directions and maps
Make use of a GPS device
Driving skills