Key stakeholders:
Front office colleague
Our vision is to create moments
Mövenpick Hotels & Resorts (MH&R) is in the “Moments” business. We are closely involved in the important times in the lives of our guests. And you never know when a moment can be made. A simple smile in the hallway can create positivity that turns a business trip into a new business celebration. Insider advice on how best to spend a day can make your vacation complete. A romantic dinner for two can lead to a long-term partnership.
It doesn’t take long to make a moment. Just to be honest. and humans. and warm. And take steps to do the ordinary in an extraordinary way.
We understand that this vision cannot be achieved without great people who create and support work environments designed to deliver exceptional results.
Role
Taking time, getting to know the guests, and committing to outstanding service.
– Demonstrate presence in the hotel lobby and provide honest, warm and enthusiastic service that ensures guest satisfaction.
Work closely with Front Office, Housekeeping and Food & Beverage regarding guest needs and special requests
– Seize opportunities to delight guests.
Main deliverables and responsibilities
Planning and Organizing
– Awareness of local activities and entertainment options
– Be fully aware of daily hotel and local information and activities.
– Check hotel status including occupancy, jobs, groups and VIPs.
– Review log book, check pending and follow up pending. Determine if there is any special task for the day
Familiar with daily activities and has product knowledge of all hotel facilities.
operations
Follow personal care standards at all times
Attending training sessions as per schedule
Demonstrate the utmost cooperation and respect within the team and other departments
– Performing in accordance with OSM standards and in line with the company’s core values and behaviors
– Inspect equipment and report problems to IT or engineering
– Handling guest complaints and reporting to the manager
Demonstrate the utmost cooperation and respect within the team and other departments.
Ensure the prompt and efficient handling of all guest baggage upon arrival, during stay, departure and baggage storage, as well as ensuring the safety and security of guests’ baggage.
Ensure that all baggage is covered by the baggage claim tag.
– Car parks for guests and visitors in the car parks designated for the hotel.
Resolve guest complaints/requests and liaise with the concerned department to ensure immediate follow-up.
Handle the issuance of guest room key cards and ensure effective control of guest security.
Report any unusual cases or requests to the concierge desk.
Responsible for the efficient, clean, safe and sanitary maintenance of the concierge office area.
Responsible for calling services in the lobby under the supervision of the doorman.
– Inspiring sales practices that are able to familiarize guests with the hotel’s facilities.
Coordinates with the front office to ensure that guest paper payment is protected at all times, in the face of negligible baggage procedures and release of guests’ bags upon departure.
– Escort guests to their rooms. For the first time, explain to guests the hotel facilities. In the room Explain the room facilities such as (how the lights and TV work, safe, air conditioning, fire exit, etc.)
– Ensure that the luggage is placed for the guest to unload.
Ensures all guests are greeted upon arrival and departure from the hotel and everyone is escorted in the right direction.
Provide friendly and courteous service to the guest and promptly respond to all requests and inquiries at all times.
– At the end of the shift or the day, he has to communicate all the information that the next shift must know to run the operations well.
Maintain constant contact with the hotel guest to ensure that any problem or complaint is dealt with efficiently and courteously.
Ensures instant and efficient messaging, newspapers, parcels and parcel delivery to guests, as per hotel policy.
Arrange all guest transportation requests including limousine service, shuttle bus and car rental in coordination with the car rental agent available at the hotel.
Fully understand and comply with Mövenpick Hotels & Resorts policy regarding fire, hygiene, health and safety.
Administration
Handling phone calls at the concierge desk.
Submit a daily report to the concierge desk and documents systematically under the supervision of the concierge
Maintains accurate records/documentation, as per operational and organizational requirements.
Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as required by business. Other duties may be assigned as necessary. The above job description attempts to identify the main aspects of the role, however, it does not limit his right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.
A caring employer who offers respect, training and career development to our employees. Attractive employer offering over 100 careers across five continents.
We are much more than just a global leader. We are 250,000 hoteliers and have the same passion for welcoming. We take care of millions of guests at our 4,300 addresses and on our digital platforms. As operator, franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energies in making “Feel Welcome” resonate as the best hotel promise.
From luxury to economy and in every corner of the world, more than 20 AccorHotels brands meet all the needs of business and leisure travelers looking for comfort, attention and quality service.