Connectivity Agent (Concierge)

Key Duties and Responsibilities

• Carries out any assigned task with honesty, transparency, and integrity
• Maintain polite and professional interpersonal relationship with both colleagues and guests
• Demonstrate ability to communicate effectively
• Develop an effective and supportive team environment by listening to and acting on behalf of our guests & colleagues
• Conduct and participate in team meetings and induction of new employees
• Attend all pre-shift briefings under the supervision of a departmental leader
• Under the direction of the direct responsible leader, plan workflow and capacity for the team to ensure optimum manning distribution throughout the daily operations and proper guest service coverage
• Act as One&Only brand Ambassador always
• Adhere of company ethics & antibribery policies
• Understand, instill, and live the Company Philosophy
• Ensure compliance with all brand standards, OO markers, quality standards, and SOP
• Always maintains workplace discipline in accordance with company philosophy, policies, and procedures
• Demonstrate an ability to maintain confidentiality and privacy
• Work closely with the Reservations team to ensure that all guest preferences and requests are accurately captured and communicated in advance
• Respond to incoming guest communications (phone, email, etc.) prior to arrival, providing information on hotel services, confirming reservations, and addressing any specific requests
• Check that all e-mails received are replied to within 12 Hours and filed correctly
• Utilize guest profiles, correspondence, and previous stay history to log and update preferences, ensuring all requirements (such as room type, special requests, and additional services) are identified and communicated to the relevant departments prior to arrival (e.g., Host, F&B, Activities, Housekeeping, Maintenance)
• Provide accurate information on hotel services, local attractions, and activities based on guest queries
• Cover the pre-arrival check-in process, including providing guests with relevant information and preparing any necessary documentation
• Be fully aware of in-house groups, upcoming and departing group arrivals, scheduled events at the resort or off-site, and their timing to avoid loss of guest information
• Have full command of ALICE, OPERA, OpenTable, Resy, Seven Rooms, and PBX systems to ensure effective communication and smooth operations
• Ensure that all guest requests are noted and acted upon promptly, maintaining a high level of personalization for each stay
• Proactively identify opportunities to enhance guest satisfaction before arrival, anticipating needs based on prior interactions or booking details
• Review VIP codes and flag VIP arrivals
• Maintain the cleanliness and operational readiness of the office
• Follow LQA and Forbes Standards related to responsibilities
• Follow the company standards and the grooming standards
• Manage all incoming phone calls either internal or external, ensuring prompt, efficient, and accurate handling of inquiries, as well as the correct logging of all calls
• Properly handle hotel emergency procedures
• Maintain excellent communication between the Connectivity Center and other departments to ensure periodic and necessary updates of information
• Direct calls to the appropriate department or staff member, providing information as needed while maintaining professionalism
• Address guest inquiries, complaints, and requests via phone with a focus on clarity and service excellence
• Maintain comprehensive knowledge of room categories, rates, locations, activities, amenities, and services offered on the property
• Ensure all telephone systems and procedures are followed, adhering to established protocols for managing guest interactions
• Communicate both positive and negative feedback from guests to appropriate departments
• Run day-to-day operations of the Connectivity Center, ensuring the quality, standards and meeting the expectations of the customers daily
• Update and communicate the most current information regarding extension numbers, direct lines, fax numbers, as well as the names of each department and staff member
• Carry out wake-up calls as requested by guests and follow established procedures
• The night shift will ensure the printing of all the next day arrival itineraries and handle the delivery to the Front Office Team so they may include those in their welcome folder
• Take Private Dining orders from guests in accordance with standards when pertinent and only when necessary

Education & Experience Requirements

• Familiarity with PBX systems, knowledge of MS Office, Excel, Alice and Opera is essential
• Able to manage multiple tasks concurrently in a dynamic environment, with excellent attention to detail
• Must have experience as a receptionist or Guest Relations Officer in a five-star environment for a minimum of 2 years
• Strong verbal and written communication skills, with a focus on customer service. Have extensive knowledge of the resort and surrounding areas
• Availability to work flexible hours, including weekends, nights and holidays, based on operational needs