- Greets all guests at the Front Door politely and courteously and guides them towards the reception desk or function rooms.
- Assists guests with their luggage for both check-ins and check-outs.
- Carries guests' luggage to the room upon check-in and check-out.
- Follows the current Rooming Procedure, including briefing guest on usage of light switches, TV, radio, internet, mini bar and telephone facilities in the room.
- Ensures that all guest property is safely handled and/or stored in the Luggage Room.
- Complies with standards of grooming and personal hygiene.
- Participates in group luggage handling, distribution and collection.
- Replaces Doorman at the door, whenever necessary.
- Delivers newspapers, parcels and messages promptly and within the standards.
- Escorts guests attending functions to function area.
- Engages in moving luggage from one room to another in the case of a room move as per procedure.
- Updates Arrival / Departure Traffic Sheets accurately and the Long Term Storage book.
- Attends to guest needs and queries and refers complaints to supervisor.
- Points out stationery needs to Head Concierge or delegate.
- Complies with Hotel's Health, Safety and Hygiene policy.
- Performs related duties and special projects as assigned.
- Handles vehicle parking for guests as per procedure.
- To carry certain shopping on behalf of the guests at the request of the Concierge or the Front Office Manager.
- Organises and delivers newspapers for all hotel's guests.
- Assists the Night Manager or delegate in special tasks i.e. setting up beds and hotel lobby security.
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Health and Safety
- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
General Duties
To be fully conversant with:
- Hotel fire procedures
- Hotel and Company Security procedures
- Hotel Health and Safety policy and procedures
- Hotel Facilities and attractions
- Hotel standards of operation and departmental procedures
- Keys of Luxury and company repositioning
- Methods of accepted payment of the company
- Short and long term company marketing promotions
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