E-concierge (Riviera Maya)

Overview

Country/Region: Mexico
Province/City: Riviera Maya
Location: Rosewood Mayakoba
Department: Rooms - Front Office
Job Type: Full-time Permanent

Responsibilities

• Proper handling of the company's values, following accurate accounting policies and procedures, also safeguarding the confidentiality of the company's information.
• Responsible for providing accurate prices for all activities and services required by guests, such as special services, flowers, private guided tours, taxi fares, etc. Being familiar with current exchange rates and all applicable taxes and additional charges.
• Maintain the established standards in the Concierge Department at all times, always as a team effort.
• Ensure that all standards are consistently maintained at the highest level on a day-to-day basis.
• Possess the correct knowledge regarding the use and maintenance of equipment.
• Utilize the task list on every shift, ensuring that all tasks are completed.
• Stay informed about the Daily Calling and share the information with the rest of the team.
• Maintain positive contact, whether physical or telephonic.
• Answer each phone call before the third ring, using telephone language standards.
• Communicate all guest complaints to the Concierge Manager or Manager on duty, reporting to all departments through appropriate channels, and follow up on the complaint until guest satisfaction is achieved.
• Keep the work area clean, properly disinfected, and organized.
• Have a thorough knowledge of suite types, location, facilities, special events, culinary experiences, and services in the Resort and Complex.
• Be aware of the occupancy forecast for guest needs tracking before arrival.
• Know emergency procedures (fires, hurricanes, etc.).
• Meet with the Concierge Manager to review daily objectives and priorities and pass on pending tasks to the next shift.
• Have the necessary usernames and passwords to access all hotel computer systems (access will be facilitated according to training progress).
• Stock workstations before the start and end of the shift, checking if restocking is necessary.
• Review dinner reservations and activities for the day.
• Ensure all necessary information is obtained in advance to complete the guest profile in Opera.
• Ensure guests receive their itinerary with all dinner reservations, activities, or special requests they have made in advance.
• Update guest reservation comments in Opera, ensuring it does not impact already obtained information.
• Communicate all last-minute requests to the correct department for proper follow-up.
• Review vouchers and charges for the day to ensure they are signed and applied to the room.
• Document all cancellations (transportation, dinners, tours, babysitting, etc.), informing all involved departments: Transportation, Reservations, Butlers, Suite Service, Bellmen, Residences, Food and Beverage.
• Assist all departments when requesting information, without revealing confidential information.
• Anticipate any guest requests, exceed their expectations, and share information with the rest of our internal guests.
• Know the hotel services, schedules, and specifications correctly and updated.
• Know thoroughly the different resort outlets, including price range, dress code, service hours, and ambiance.
• Know the in-house group agenda, daily activities in the complex, events, pop-ups, rain activities, local attractions, or special seasonal festivities.
• Efficiently and courteously follow up on each guest request, ensuring they are met and exceeded. Assign the task to another team member when necessary and ensure guest complete satisfaction.
• Have knowledge of the best restaurants, luxury shops, activities and events, and exclusive services offered in Cancun and Riviera Maya.
• Channel guest requests with authorized providers, such as: a) Kosher food; b) Crafts; c) Car rental; d) Airlines: reservations, changes, and cancellations; e) All types of transportation; f) Tequila collection; g) Babysitters; h) Photographers; i) Taxi; j) VIP service through Customs; k) Mobile phone rental; l) Pet care; m) Notary; n) Dentists; o) Financial Services-Banks; p) Religious services; q) Translators; r) Tailors; s) Golf; t) Exotic food; u) Embassies; v) Milk suppliers; w) Oxygen; x) Night diving; y) Tours-Private Services; z) Aircraft, helicopters, and yacht rentals; aa) Florists; bb) Shoe repair; cc) Hotel Reservations; dd) Nightclubs; ee) Dolphin swimming; ff) Whale shark swimming; gg) Video; hh) Organize amenity deliveries; ii) Customized Activities Itinerary.
• Maintain positive relationships with our guests at all times.
• Perform all additional tasks not listed in this job description that are requested by the supervisor or manager related to the Concierge Department, as long as they align.