**Description:**

1.Ensures that all Concierge employees deliver the brand promise and provide exceptional guest service at all times.

2.Ensures that Concierge employees provide excellent service to internal customers as appropriate.

3.Ensures that all Concierge and Bell Desk employees are aware of current promotions, policies and other important information.

4.Ensures that all Concierge and Bell Desk employees are familiar with the hotel’s products and services.

5.Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

6.Personally and frequently verifies that guests are receiving the best possible service.

7.Spends time in Concierge and Bell Desk areas during peak periods to ensure that the area is managed well by the respective team and deliver the brand promise.

8.Establishes a rapport with guests m...