Concierge

About the role As our Concierge, you will demonstrate an inherent understanding of guest needs and deliver excellent standards in service and hospitality, which surpass our guest’s aspirations, making it special right from the start and doing your utmost to make all guests feel welcome. You will also have a thorough & proven understanding of international guest profiles and a strong cultural awareness, which will enable them to intuitively adapt and vary their style of interaction with guests.

Key responsibilities The key responsibilities of this role will include some or all the following.

• Understand, take personal accountability for and proactively live the Value Retail Vision for ‘world class’ Hospitality & Service

• Welcome guests at key touch-points within the Village or at pre-designated, high footfall locations outside

• Anticipate, interpret and respond to the expressed and unexpressed needs of visiting guests in an effortless and efficient manner

• Assist and advise guests with their travel arrangements

• Assist and advise guests with a wider tourism and hospitality offer, such as booking live entertainment, sightseeing tours, cinema tickets and restaurants, making reservations on their behalf and arranging refreshments for them

• Promote all functions within the Visitor Centre relating to tourist information and the retail offer

• Promote and cross-sell all added services associated with the Village, e.g. baggage drop, valet parking, etc.

• Seamlessly operate all added value services

• Provide information about all Brands and the unique offer/promotions within the Village

• Plan, improve and implement hospitality initiatives within the Visitor Centre

• Proactively provide feedback and suggestions on the delivery of Hospitality or our services, which will enhance the guest experience and further raise our performance above their expectations

• Be familiar with all Village operational policies & procedures, communicating these to guests when appropriate

• Engage with our CRM programme and achieve sign ups to our data base

• Compile regular reports

• Use and develop the Document Management System

About You We are looking for an individual who can display the following experience and skills:

• Proven track record of exemplary success in a Host, Premium Customer/Guest Services or Tourism role within a luxury environment, which could include Concierge, Tourism, events/PR or the Retail setting

• Computer literate and high proficiency in Microsoft Office

• Sound understanding of tourism, leisure, and retail sectors

• Intuitive understanding of the importance of excellence in guest experience/hospitality

• Sound understanding on the international luxury customer and their cultural norms & values

• Ability to demonstrate exceptional level of service with a high level of cultural sensitivity to customers with various background and culture

• Well-presented and well groomed, adhering to the grooming standards

• Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence

• Able to work well with all levels across the business

• Ability to prioritise and adapt to changes effectively

• Fluent in English and local Village language, any other language would be beneficia, in particular Chinese and Arabic