Job Description
Build a direct relationship with the guest and anticipate their needs. Provide assistance during Pre-Arrival, Arrival, and throughout the Stay. Deliver impeccable, elegant, and discreet service in line with The Luxury Collection brand values. Act as the main point of contact for any request, coordinating internal departments (Packing & Unpacking Service, Beverage Service, Laundry). Welcome guests upon arrival and respond to requests for special services (luggage, laundry, transportation). Gather, summarize, and provide information about the property and surrounding area, including events and special activities. Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards. Verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in assignment sheets/work boards. Communicate issues to next shift. Complete required paperwork. Assist management in hiring, training, scheduling, evaluating, counseling, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested.
