Concierge Intern

Job Title:           Concierge Internship

Department:      Guest Services

 

Job overvew:

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellmen, Housekeeping) as necessary to resolve guest call, request, or problem. Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift.

 

Place of work:

Front office areas

Basic requirements:

 

Qualifications:

1. A College Degree or in the process of receiving one. 
2. Possess a good command of the Italian & English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
3. Ability to provide legible communication.
4. Ability to compute basic mathematical calculations.
5. Knowledge of computers.

 

Desirable:

1. Training in the hospitality industry.

2. Previous experience in a luxury market as Front desk agent or concierge.

3. Fluency in a second language.

4. Knowledge of Opera, Marsha, Mystique and Concierge Assistant. 

5. Good cultural preparation (museums, theaters, events)

6. Good knowledge of the city of Milano

            

Essential Skills:

1. Must have a professional image and personality exuding confidence and leadership skills.
2. Ability to smile at all times.
3. Ability to remain stationary at an assigned post for an extended period of time.
4. Ability to understand guest inquiries and provide responses.
5. Ability to promote positive relations with all individuals who approach by   telephone.
6. Ability to focus attention on guest needs, remaining calm and courteous.
7. Ability to think clearly, quickly, maintains concentration and makes concise decisions.
8. Ability to work well under the pressure of coordinating many requests at any given time.
9. Ability to prioritize, organize and follow up.
10. High attention to details.
11. Ability to input and access data in a computer.
12. Ability to maintain confidentiality of all guest information and pertinent hotel data.
13. Ability to analyze and resolve problems & opportunities to the guest satisfaction, while exercising good judgment.
14. Ability to resolve guest opportunities.
15. Ability to work cohesively with other departments and co-workers as part of a team.
16. Ability to be flexible as the job changes.
17. Ability to work flexible hours, including weekends, holidays and evenings if necessary.
18. Be an ambassador to The Bulgari Hotels & Resorts Company at all times, in and outside of one’s workplace.

 

 

Primary job functions:

 

1. Meet with Concierge and Supervisor to review daily assignments and priorities.
2. Maintain complete knowledge of all hotel features/services & hours of operations, including all hotel restaurant food concepts, menu price range, dress code and ambiance.
3. Set up work stations with necessary supplies & maintain cleanliness throughout shift.
4. Access all functions of computer systems according to established procedures and standards.
5. Answer all incoming calls within 3 rings and with a smile, using correct salutations and telephone etiquette:
6. Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
7. Offer detailed information on the voice mail system to callers and guest wishing to leave a message.
8. Accept and record wake-up call requests; deliver to PBX.
9. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 10 minutes to ensure completion and guest satisfaction.
10. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
11. Collect guest preferences for all guests..
12. Make reservations for restaurants and any other outlet as requested.
13. Support the concierge team in answering emails, organizing tours, limousine or any transfer and reserving tickets.
14. Assist concierge in any requested task.
15. Handle invoice issuing and help with administrative tasks.
16. Provide Tours of the Hotel and of guest rooms to anyone inquiring to do so.
17. Perform any task assigned by any manager.