Concierge Executive

Company Description

Roswyn, a Morgans Originals Hotel

Morgans Originals are original hotels with original stories. We stand for vibrancy, intrigue and iconic details, celebrating the feeling of an infinite Friday night, when anything can happen, no matter what day of the week it is. By balancing a refined outlook with the best lifestyle programming, we capture the excitement of being in-the-know -- connecting people to the city, the culture and the moment.

Job Description

The Concierge Executive is responsible for delivering personalized, warm, and efficient guest service while ensuring that all guest requests, arrangements, and enquiries are handled professionally. The role requires strong knowledge of the hotel's facilities, services, local attractions, and experiences to create a memorable stay for every guest.

• Develop a strong knowledge of the hotel's facilities, services, outlets, and the surrounding community.
• Provide guests with accurate information about local attractions, facilities, services, activities, and experiences.
• Assist guests with reservations for transportation, entertainment, restaurants, and other services as requested.
• Arrange tickets, itineraries, directions, and other guest requirements as required.
• Coordinate special guest requests and services with the appropriate departments.
• Assist in organizing special functions and guest arrangements as directed by management.
• Coordinate secretarial and other guest-related services when required.
• Follow up with in-house guests regarding special requests or requirements.
• Handle guest complaints professionally and initiate appropriate follow-up action.

Key Responsibilities

Guest Service & Experience

• Ensure all guest enquiries and requests are attended to in a warm, professional, and timely manner.
• Maintain a high level of guest engagement and personalized service.
• Be fully aware of daily arrivals, VIPs, returning guests, and special requests to ensure appropriate arrangements are made.
• Maintain guest recognition and ensure preferences and special occasions are appropriately acknowledged.
• Provide guests with prompt and informative recommendations on local attractions, restaurants, entertainment, and experiences.
• Maintain complete knowledge of all hotel outlets, their operating hours, facilities, and services.

Concierge Operations

• Ensure the Concierge is attended at all times while on duty.
• Coordinate guest requests with relevant hotel departments and external service providers.
• Maintain accurate records, logbooks, and shift handover information.
• Ensure clear and effective communication with all shifts, departments, and team members.
• Ensure all guest arrangements and requests are properly followed up until completion.
• Maintain awareness of activities and events within the city to provide relevant recommendations to guests.

People & Team Responsibilities

• Participate in regular training and development programs as required.
• Support the team in maintaining consistent service standards.
• Communicate effectively and work collaboratively with all departments.
• Assist colleagues and other departments whenever operationally required.

Safety & Compliance

• Be fully aware of the hotel's fire, emergency, health, and safety procedures and responsibilities.
• Follow all hotel policies, procedures, and standards.
• Maintain confidentiality of guest information at all times.
• Ensure personal presentation, grooming, and uniform comply with hotel standards.
• Adhere to all rules and regulations outlined in the Staff Handbook.

Financial & Operational Responsibilities

• Support revenue generation through appropriate upselling of hotel services and experiences.
• Ensure all guest-related transactions and requests are handled accurately.
• Maintain proper records and ensure timely handover of relevant information.
• Ensure efficient utilization of hotel resources while delivering exceptional guest service.