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.
Escort guests to their room, placing luggage in room assigned by front desk.
Inspects guest room for order and adequate supplies and informs guests of room amenities
Delivers faxes, messages, packages and flowers to guests rooms and other offices.
Collect, tag and deliver group luggage.
Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
Update and file any luggage documentation
Transport departing guests' luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.
Customer Engagement
Be present at the porte cochere and maintain proper decorum at all times.
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
Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
Assist with answering the telephone at the concierge desk and porte cochere
Job Requirements
Education
Grade 12
Driver License with a PDP
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)
Phsically 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
Skills and Knowledge
Dealing with Customers
Problem solving
Checking
Collecting information
Verbally informing
Team Co-operations
Friendly presentable individual
Emotionally mature and able to work under pressure
Hotel Product Knowledge (facilities and activities)
Knowledge of the area and important landmarks in the area
Luggage procedures
English Verbal and Written Communication skills
Basic PC skills
Basic knowledge of Opera
Read directions and maps
Make use of a GPS device
Driving skills