Job Title

Concierge

Department

Front Office

Reports To

Head Concierge

Role Summary

As a Concierge, you will provide attentive, professional service to guests throughout their stay. This includes supporting check-in and check-out procedures, answering questions about hotel amenities and services, and handling guest complaints or concerns with care and efficiency.

Duties and Responsibilities

• Answer phone calls and respond to guest inquiries.
• Handle guest complaints and resolve issues in a timely and professional manner.
• Process payments and maintain accurate guest records.
• Assist guests with luggage and other requests.
• Coordinate with Housekeeping and Maintenance to ensure guest rooms are clean and functioning properly.
• Maintain a clean and organized Front Desk area.
• Provide information about hotel amenities, local attractions, and restaurants.
• Upsell hotel services and amenities to guests.
• Support guest satisfaction throughout their stay.
• Process guest requests for wake-up calls, screen calls, and support other telephone-related requests.
• Advise guests of any messages received (e.g., voicemail, mail, faxes) and send them to the room if required.
• Receive, record, and relay messages accurately, completely, and legibly.
• Log all guest requests or issues into the computer, contact the appropriate person or department (e.g., Bell Person, Housekeeping), and follow up to ensure requests are met to the guest’s satisfaction.
• Assist guests with accessing the internet.
• Report accidents, injuries, and unsafe work conditions to the manager.
• Follow all company policies and procedures.
• Maintain a clean and professional uniform and personal appearance.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and respond to service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate clearly and professionally and answer telephones using appropriate etiquette.
• Build positive working relationships and support the team in reaching common goals.
• Comply with quality assurance expectations and standards.
• Read and visually verify information in a variety of formats.
• Stand, sit, or walk for extended periods, including an entire shift.
• Move, lift, carry, push, pull, and place objects up to 4.5 kg without assistance.
• Carry out other reasonable duties as requested by Supervisors.

General Responsibilities

• Attend meetings and training sessions as required by management.
• Be familiar with hotel fire procedures.
• Be familiar with hotel security procedures.
• Be conversant with the hotel facilities and attractions.
• Follow the hotel health and safety policy and procedures.
• Follow hotel operation standards and departmental procedures.
• Understand methods of payment accepted by the company (cash handling staff only).
• Be aware of current licensing regulations (Food and Beverage Service department only).
• Adhere to company policies and procedures for quality, environment, and food safety.

Qualifications

• High school graduate or equivalent.
• Degree in Hospitality Management, Tourism, or a related field is preferred.
• Previous experience in a Concierge role or a customer service position in the hospitality industry.
• Excellent knowledge of English and Greek (Russian is a plus).
• Excellent communication skills.
• Strong problem-solving skills and the ability to handle a variety of requests and challenges.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with local attractions, dining options, and entertainment is a plus.
• Excellent knowledge of MS Office, especially Excel, Word, and Outlook.
• Knowledge of hotel property management software.
• Knowledge of centralized telephone systems.
• Customer-centric approach.

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at [email protected].