Job Title: Concierge
Reports to: Senior Concierge
Based at: Bicester Village
POSITION SUMMARY:
The Concierge must demonstrate an inherent understanding of guest needs and deliver excellent standards in service and hospitality, across four locations, which surpass our guest’s aspirations, making it special right from the start and doing their utmost to make all guests feel welcome. They must 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:
- Welcome guests at key touch-points either 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
- Insightful promotion all functions within the Village Visitor Centre relating to tourist information and the retail offer
- Promotion and cross-selling of all added value services associated with the Village
- Seamlessly operate all added value services
- Provide knowledgeable insights regarding all Brands and the unique offer/promotions, within the Village
- Engage proactively in building relationships with Village Brands, driving appropriate & relevant footfall
- Engage in and support hospitality initiatives within the Village Visitor Centre, continuously improving on these to surprise & delight our guests
- Understand, take personal accountability for and proactively live the Value Retail Vision for ‘world class’ Hospitality & Service
- Proactively provide feedback & suggestions on any aspect of the delivery of Hospitality or our services, which will enhance the experience of our guests and further raise our performance above their expectations
- 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
- Conversant in all Village operational policies & procedures, communicating these to guests as and when appropriate
- Own and resolve customer complaint situations in a professional & reassuring manner and in accordance with company policy
- Compile daily and weekly reports as instructed by the Manager
- Engage with our CRM programme and achieve sign ups to our data base
The role is not solely inclusive of the tasks listed above.
BACKGROUND & SKILLS:
- Previous experience ideally within the Hospitality, Tourism, Leisure or Retail industries
- Ability to prioritise and adapt effectively and remain calm under pressure
- Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence
- Desire and drive to provide excellent world class hospitality and proven examples of guest experience
- Sound understanding of retail, tourism and leisure sectors or desire to learn
- Ability to communicate with a wide range of people, strong stakeholder management, internally and externally
- Interest in and knowledge of the local area
- Professional, friendly and approachable manner
- Computer literate and fully conversant in the full suite of Microsoft Office Applications
- Good communicator, language skills are desirable
- Flexibility and available to work weekends, evenings and Bank Holidays inline with business requirements
