Company Profile

At Rock City Hotel, we pride ourselves on being a beacon of 5-star luxury. Our commitment to excellence is reflected in every facet of our operations. From the elegance of our accommodations to the seamless service provided by our dedicated team, Rock City Hotel is more than a destination; it's a lifestyle.

Job Description

Report to: Front Office Manager

Key Responsibilities:

1. Guest Services and Assistance:
   • Welcome guests upon arrival, assist with check-in procedures, and provide orientation to hotel facilities, services, and amenities.
   • Address guest inquiries, requests, and concerns promptly and courteously, demonstrating a proactive and solution-oriented approach to guest service.
   • Provide recommendations and information on local attractions, events, restaurants, transportation options, and other services to enhance the guest experience.
2. Concierge Services:
   • Coordinate guest reservations and arrangements for dining, entertainment, tours, transportation, and special events, ensuring accuracy and timeliness in all bookings.
   • Arrange transportation services, including airport transfers, taxi services, car rentals, and shuttle buses, according to guest preferences and requirements.
   • Assist guests with luggage handling, storage, and delivery, ensuring proper handling and security of belongings.
3. Guest Relations and Communication:
   • Build rapport and establish positive relationships with guests, anticipating their needs, preferences, and special requests to personalize their experience.
   • Communicate effectively with guests, colleagues, and external partners via in-person interactions, phone calls, emails, and other communication channels.
   • Handle guest feedback, comments, and complaints professionally and diplomatically, resolving issues promptly and escalating as necessary to ensure guest satisfaction.
4. Knowledge and Information Management:
   • Maintain up-to-date knowledge of hotel services, amenities, and promotions, as well as local attractions, events, and points of interest.
   • Stay informed about current events, weather conditions, transportation schedules, and other relevant information that may impact guests' stay or travel plans.
   • Utilize hotel systems, databases, and resources to access guest information, preferences, and special requests, ensuring confidentiality and data privacy.
5. Team Collaboration and Support:
   • Collaborate with front desk staff, bell staff, housekeeping, and other departments to ensure seamless guest experiences and efficient service delivery.
   • Provide support and assistance to colleagues during peak periods, emergencies, or special events, demonstrating teamwork and flexibility in fulfilling guest needs.
   • Participate in training sessions, staff meetings, and performance evaluations to enhance job knowledge, skills, and performance.

Required Skills or Experience

Qualifications/Skills:

• Diploma or a degree certification in Hospitality Management or Tourism is preferred.
• Minimum of 2-3 years of experience in guest services, concierge, or front desk operations, preferably in a luxury hotel or resort environment.
• Strong customer service skills, with a friendly, professional demeanor, and a passion for exceeding guest expectations.
• Excellent communication, interpersonal, and problem-solving abilities, with the ability to interact effectively with guests from diverse backgrounds.
• Knowledge of local attractions, restaurants, transportation options, and services, with the ability to provide accurate recommendations and assistance.
• Proficiency in computer applications such as Microsoft Office Suite and hotel management systems.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks, prioritize responsibilities, and meet deadlines.