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Position Summary

The Concierge will meet and exceed guest expectations by providing efficient and courteous front desk service in accordance with LQA standards. Responsible for the check-in and checkout process as well as answering general questions regarding hotel hours of operation, services and facilities.

Provide information to guest/visitor inquiries and coordinate all guest requests for special arrangements or services, courteously and efficiently. Escorts VIPs to assigned guestrooms, informing guests of hotel services, features and room amenities.

Attends to immediate needs of VIPs upon arrival and follow through attention throughout stay.

JOB REQUIREMENTS

Essential Functions:

• Greets, registers, and assigns rooms to guests of the hotel.
• Handles cash drawer properly as outlined in the PST manual.
• Checks cash float at the beginning and end of each shift to always ensure that amounts are correct.
• Addresses special guests’ preferences recorded in guest history profiles.
• Stays current with developments and procedures in the hotel by reviewing the front desk communications board.
• Handles guests incoming and outgoing correspondence, facsimile, messages, mail, etc.).
• Communicates clearly with the Night Audit and accounts department.
• Makes Reservations including Room Reservations, Dining Reservations – on property & off property, Spa Reservations, Golf Tee Times, Tennis Court & Lesson Reservations, Activities Reservations and Transportation Reservations.
• Provides Confirmations - at the conclusion of making any reservation(s), sending a confirmation to the Guest and updating all relevant systems, including Opera, Alliants, Dining Reservations, SpaSoft, Jonas Golf, and Jonas Tennis, as required by the policies & procedures, to standard.
• Guest Letters – Per the shift checklist, the Front Desk Receptionist/Concierge will assist with creating, and distributing all Guest letters including, pre-arrival Guest communications such as Guest Preference Forms, Confirmation Letters, Welcome Letters, Advisory Letters and Departure Letters.
• Guest Preference Forms – Per the shift checklist, assist with the check and balances for ensuring that all pre-arrival Guest communication has been sent, and when Guest Preference forms are received.
• Responsible for the execution of the Guest requests, up to and including sending back confirmation to the Guest after making all the necessary arrangements as requested.
• Update all relevant systems including Opera, Alliants, Dining Reservations, SpaSoft, Jonas Golf, and Jonas Tennis, as required by the policies & procedures, to standard.
• Guest History & Profiles – upkeep and maintenance of Guest Profiles and Guest History.
• Check all arrival profiles for accuracy and/or missing information and corrects/updates as necessary. Any significant events experienced by the Guest such as EGGs, are entered onto the Guest Profile by the Concierge and updated for accuracy.
• VIP Profiles – As directed by the Front Desk Manager/Guest Relations Manager, assist with creating a one-page summary profile/biography including photo for all VIP and HEG Guests, to be distributed to all TPC-Users on the day before the VIP/HEG Guest arrives.
• Weekly Point – Generate the Weekly Point each week and is responsible for the printing and distribution of the Weekly Point in a timely manner.
• Maintenance Requests – Ensuring that all maintenance requests received are entered into Maintenance Connection and that those requests are completed and closed in the system.
• Provides quality service to the guest by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience.
• Arranges fulfillment of guest services by working with the Front Office Receptionist, concierge, housekeeping, and reservations colleagues.
• Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; exceptional oral communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in all departmental and hotel-wide meetings.
• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

Must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Demonstrated ability to provide clear and pleasant telephone. communication to all callers.
• Ability to prioritize and organize work assignments.
• Must be computer literate and able to utilize the different computer systems effectively.
• Must be able to work well under pressure.
• Demonstrated ability to remain in stationary position for extended periods of time with limited movement.
• Demonstrated attention to detail.
• Ability to always maintain discretion and confidentiality of all guests and hotel information.
• Ability to work cohesively with other departments as part of a team.
• Ability to perform basic mathematic computations.

SPECIAL POSITION REQUIREMENTS

Flexible schedule required that will include early mornings, late nights, weekends and public holiday shifts.

QUALIFICATION STANDARDS:

Education & Experience:

Any combination of education, training or experience that provides the required knowledge, skills and abilities. Minimum High School education.

Minimum one year’s experience in a similar capacity for a luxury or ultra-luxury hotel preferred.

Licenses or Certificates:

Expert computer literacy in Microsoft Office and a PMS

A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.