Description
He/she is part of the hospitality team within our space. He/she is responsible to look after guests that are in the apartment, make brands and restaurant recommendations and all the our services. He/she ensures that the highest service levels are maintained and ensures that the guest experience is at the core of all interaction that lead towards the delivery experience.
This is an incredible opportunity for someone who wants to take ownership of one of our key initiatives in our space!
Our space are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests.
What makes you special
Every colleague is an entrepreneur at heart and this drives our organisational culture, which values invention, innovation and risk taking. To be successful with us, you’ll have to:
Minimum Concierge Service Offerings
- Membership registration, benefits and information
- Tourism Information Services / Concierge Services
- Hands Free Shopping
- Property’s special events, promotions and activities
- Information on all services and guest request items
- Promote all the brands & restaurants through roving concierge app
- Personal shopping services
- Virtual Shopping services
- Pet-related services
- Limousine service
- Restaurant reservations
- Outside & City recommendations
KEY RESPONSIBILITIES:
- Act as an ambassador within the business to deliver the guest experience. Knowing the guest to individualize services. Using Guest Profile information or previous experience to anticipate and deliver preferences and use names and the property greeting with eye contact and a smile. Entering all information and requests into the system to ensure proper documentation and follow-up if needed
- Always being ready for the guest by being attentive and expressing sincere interest, warmth and empathy.
- Assure the shopping protocols established as per the direction
- Presenting a style reflecting pride, professionalism and personality meeting requirements (including grooming, uniform and “happy to help” pin).
- Delivers consistent service to guests.
- Create and maintain excellent business relationships with the VIP’s and HNWI’s at all times and go does everything possible to exceed their expectations. Reviewing all special and outstanding requests at shift change to ensure follow-up, as well as debriefing guest requests that have been completed.
- Making guests’ requests a reality. Using knowledge, expertise and team member support to achieve the goals of the guest.
- Ensure that all guest comments and complaints are properly recorded, reacted on and resolved.
- Build strong partnerships/ relationships with Brands (both current and future Brands) when needed or requested, to ensure that our VIP/ HNWI guest receives a luxury retail experience.
- Maintain an up-to-date CRM database that will allow us to communicate with
- Our guests efficiently and appropriately recording specific information in terms of preferences and personal information.
**Requirements**:
Minimum 5 years of experience is Hospitality, Guest Experience or in a Luxury Hotel, as Front Desk or guest experience
Spanish
English
Chinese
Arabic
or Another languages