Receptionist-Concierge

As a Reception Concierge atOne&OnlyPalmilla, youarethe first and last impression of our luxury resort. You will serve as the ambassador in our lobby, ensuring every guest experiences personalized service at the highest level. Your role is toanticipateguest needs, provide impeccable service, and create unforgettable moments by delivering theOne&Onlystandard of excellence. From check-ins and check-outs to curated recommendations and luxury arrangements, you are key in making every stay extraordinary.

About You

You are a polished, professional, and proactive individual with a passion for delivering world-class service. You thrive in a luxury environment, enjoy engaging with guests from around the globe, and take pride inanticipatingneeds before they arise. Your attention to detail, positive attitude, and exceptional communication skills make you a trusted and confident presence at the heart of our resort experience.

Job Summary

TheReception-Conciergesare ambassadorsresponsible for fulfilling any guest requestdirectly or through the Butlerswhile upholding the highest standards of luxury service. You will provide expert knowledge about the hotel, dining, activities, local attractions, airlines, and more. Your role ensures that check-in and check-out processes are seamless and that every guest leaves with an exceptional memory of their stay.

Key Duties and Responsibilities

• Maintain impeccable presentation according to the grooming and uniform standards ofOne&OnlyPalmilla.
• Stay fully informed on occupancy, check-ins, check-outs, in-house groups, and guest profiles to cover shifts effectively.
• Review and follow up on shift turnovers in Alice, ensuring all pending items are addressed.
• Foster a welcoming and positive environment for guests and colleagues.
• Maintain thorough knowledge of room categories, packages, promotions, and rates.
• Answer phone calls with professional telephone etiquette and provideaccurateinformation.
• Manage lost & found items, shipping services, and guest billing questions according toOne&Onlystandards.
• Communicate proactively with all departments to ensure smoothoperations.
• Update guest profiles and performaccuratecheck-ins and check-outs.
• Coordinate luxury transportation for guests, including airport transfers and private tours.
• Handle guest complaints professionally, ensuring swift resolution and follow-up.
• Take ownership of lost luggage cases and liaise effectively with guests and airlines.
• Monitor high balances and authorize payments when necessary.
• Keep workstations organized andmaintainsystem efficiency, including emails, reservations, and confirmations.
• Respond to guest and travel agent emails within 24 hours.
• Provide guest amenities requested by third parties and print confirmations for restaurants, Spa, and activities.
• Speak English fluently during working hours;additionallanguages are an asset.
• Ensureall equipment (printers, bank terminals, Salto, etc.)is functioningcorrectly.
• Maintain updated external directories, including airlines, consulates, embassies, flower shops, and car rentals.
• Operate PMS Opera system to manage reservations, modifications, and cancellations.
• Perform posting, auditing, No-Show charges, and update arrivals/departure lists.
• Applythe JOY pillars consistently throughout the shift.
• Attendtrainingspunctually and activelyparticipate.
• Maintain knowledge of restaurant menus and offerings.
• Exhibit a genuine smile and positive attitude at all times.

Skills, Experience & Educational Requirements

• 1-2 YearsExperience and Customer Service
• English spoken
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizationalskills
• Leadership skills witha problem-solving ability
• Reliable andResultdriven
• Use of ALICE and OPERA
• Goals focus oriented
• Ability to work under pressure
• Outspoken and organized