Concierge – Russian

Exceptional Hospitality Starts with You;

Guest Service

• Welcome and engage guests in a warm, friendly and professional manner.
• Provide personalized assistance to guests from arrival through departure.
• Anticipate guest needs and proactively offer assistance and recommendations.
• Respond promptly and professionally to guest enquiries and requests.
• Maintain a high level of discretion and confidentiality when dealing with guests.
• Develop positive relationships with guests and create memorable experiences.

Concierge Service

• Arrange restaurant and dining reservations both within and outside the hotel.
• Assist guests with transportation arrangements, including airport transfers, taxis, boat transfers and other transportation requirements.
• Provide information and assistance regarding excursions, tours, sightseeing and recreational activities.
• Assist guests with bookings for water sports, wellness, spa treatments and other experiences.
• Arrange special occasions such as birthdays, anniversaries, proposals and other celebrations.
• Assist with flower arrangements, gifts, deliveries and other special requests.
• Provide recommendations based on individual guest preferences and interests.
• Coordinate with external suppliers and service providers to ensure arrangements are delivered as requested.

Local & Destination Knowledge

• Maintain excellent knowledge of Seychelles, including:
  • Beaches and attractions
  • Restaurants and dining experiences
  • Excursions and tours
  • Shopping
  • Cultural experiences
  • Water sports and recreational activities
  • Transportation options
  • Local events and activities
• Provide accurate and up-to-date information to guests.
• Develop and maintain positive working relationships with reliable local partners and suppliers.
• Stay informed of new experiences, restaurants and activities available in Seychelles.

Guest Experience

• Create personalised recommendations and itineraries based on guest preferences.
• Identify opportunities to exceed guest expectations.
• Coordinate with other departments to ensure seamless delivery of guest requests.
• Follow up with guests to confirm that arrangements have been completed satisfactorily.
• Assist with VIP, repeat and special-status guests as required.
• Ensure all guest preferences and important information are communicated to the relevant departments.

Guest Complaints & Service Recovery

• Handle guest concerns promptly, professionally and empathetically.
• Take ownership of guest requests and follow them through to completion.
• Resolve issues within the scope of authority and escalate appropriately when required.
• Follow up with guests following service recovery to ensure satisfaction.
• Record relevant guest feedback and service recovery actions accurately.

Communication & Coordination

• Maintain effective communication with Front Office, Reservations, Housekeeping, Food & Beverage, Spa, Security and other departments.
• Ensure guest requests are clearly communicated and followed up.
• Conduct proper handovers between shifts.
• Maintain accurate records of pending guest requests and arrangements.
• Communicate changes or cancellations promptly to all relevant parties.
• https://efet.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1009/jobs/preview/225112