Concierge Agent

About the role

The Concierge Agent provides comprehensive guest assistance, handling both hotel‑related and external inquiries. Working closely with the front‑office team, the role ensures smooth communication, accurate information, and a welcoming experience for all visitors.

Key responsibilities

• Assist guests with all inquiries, covering hotel services and local attractions.
• Conduct and attend shift briefings to align operational priorities.
• Maintain relationships with the Airport Concierge, nearby retailers, and service providers, keeping promotional information current.
• Stay informed about daily city events, points of interest, transport options, and special occasions.
• Prepare and display forms, brochures, and other guest‑facing materials according to hotel standards.
• Consult the Log Book for pending requests and manage incoming/outgoing mail, parcels, and special deliveries.
• Coordinate transportation requests and courier services for guests.
• Secure guest keys and other controlled items, following key‑issue policies.
• Answer telephone calls and take messages for guests who are away.

Required profile

• Strong verbal communication skills in English.
• Team‑oriented attitude with the ability to collaborate with co‑workers and managers.
• Attentive to guest needs, remaining calm and courteous at all times.
• Capable of fostering positive relations with hotel residents and patrons.
• Good judgment when handling difficult guest situations.
• Comfortable working in a multicultural environment.

Required skills