Airport Representative/Concierge/Bellman

Job description

Description

About us
There’s nothing complicated about dealing with business people. They’re just people. Doing business. By day, international marketing superhero. By night: fluffy bath robe and a box set. Like Liz, who’s left her laptop cable in the cab. Or Mario, who’s secretly missing his cats. The early riser, who’s first in the gym. The sales team preparing for the ‘big pitch’ over a freshly prepared lunch. At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that Modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn.
Your day to day
· Maintain detailed knowledge of all facilities and services offered by the hotel· Communicate with Front Office Manager, Guest Relation Manager, Duty Manager on shift and any other Department for VIP guests to be welcomed at the airport and ensure transportation is arranged· Be present at all scheduled flight landings and assist incoming guests with baggage clearance and directing them to transport facilities· . Assist departing guests in pre check in, ticketing and baggage clearance· Provide every assistance to passengers affected by layoversPromote and sell the hotel to arriving guests who do not have accommodation (ie walk in guests)· Assist with heavy packages, coats, suitcase, etc. being alert to give assistance courteously and quickly, before having to be asked · Maintain a willingness to please attitude and give undivided attention to any approaching guest· Adhere to guest checking in and checking out procedures pertaining to baggage handling· Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members· Assist arriving and departing guests by opening and closing car and taxi doors· Maintain a spotless Porte Cochere and drive way· Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning· Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty· Help other employees in department, replacing them temporarily when necessary · Keep the baggage room clean and in order before going off duty on each shift· Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain· Use the Duty Log to document matters of importance· Operate Communicates equipment· Arrange transport and coordinate luggage· Manage the key system securely · Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.· Guide the guest to the Front Desk and wait behind the guest during the check-in. Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk. Without delay, escort the guests accordingly.· Room the guest in accordance with hotel standards· Be familiar with the lift workings and emergency stairs · Provide information to guests about the hotel facilities and services· Provide guest services and guidance· Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests· Greets guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity · Night staff check mail, message of expected guests against the system/computer and expected arrivals· Prepare efficient work schedule for Bell staff, arranging holidays and vacations, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals and departures.· Demonstrate service attributes in accordance with industry expectations and company standards including being attentive to guests, accurately and promptly fulfilling guests requests, anticipate guests needs, maintain a high level of knowledge which affects the guest experience and demonstrate a ‘service’ attitude.
What we need from you
· Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to· Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories· Fluency in the local language - extra language skills would be great, but not essential· Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers· Flexibility - night, weekend and holiday shifts are all part of the job· You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential· Experience - ideally you’ll have spent at least one year in a front desk or guest service position· Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling
What we offer
We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training. Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.