Gertrudez Villegas

Supervises and directs Concierge activities.

Provides information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interest to guests

Recommends the hotel’s own Food and Beverage outlets before outside restaurants, with full knowledge of the outlets (e.g. cuisine, operating times, etc.)

Prepares efficient work and vacation schedule for Concierge tam, taking into consideration project occupancy and forecasts and large group movements

Ensures that all Concierge team are neat, clean and punctual at all times and that they perform the task assigned to them promptly and efficiently

Handle problems associated with guests and liaise with department heads or executive management in the absence of the Chief Concierge.

Follow-up from trace report

Conducts briefing and briefs next shift on outstanding matter requiring further action.

Maintains storage room in good control.

Supervises room change and transfer of luggage from one room to another.

Ensure that our guests receive an on brand arrival/departure experience.

Knows all essential aspects of the hotel operation

Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.

Updates the Concierge information file at all times with the need additional information such as: watersports companies, Car rental companies, Safaris and Tours, Restaurants, Malls, Branded Shops and a lot more.

Handles guest post cards, parcels in sending and shipment.

Maintains inventory and stock of supplies, brochures, and collateral for concierge desks.

Prints and delivers correspondence to the front desk for guests prior to arrival.

Facilitates correspondence with guests.

Make sure that all arrival guests are serve refreshments on arrival.

Escort the guest and provide a Room and resort orientation to every arriving guest following the Jumeirah hallmarks and luxury standards.

Complete all individual personalized check in and check out. Perform Front Desk Cashiering duties.

Completing Registration cards & follow-up on the guest payments. Answering and distributing all Telephonic/Fax or Emails of in-house guest or incoming guests.

Assist Other Hotel Front office Operation (Club Executive/Premium Leisure/Concierge/Telephones/Business Centre/Data Entry etc.) whenever required.

Adhere to applicable policies and procedures, particularly pertaining to payments, cash Handling and credit policies.

Attend training as per the departmental training plan.

Work to achieve the departments objectives in order to achieve targets and KPI’s (Sirius/ Up selling etc.)

Assist the guest in the lobby area, responding to any inquiry from the guest.

Task forced for 6 months at the transportation department of the resort as coordinator.

Task forced for 5 months at the Business center as Business center secretary.

In-charge of the VIP services of the hotel handling pre arrivals, VIP arrivals and inhouse VIP. Inspects all VIP rooms two days prior when available to determine any specific ousekeeping or Engineering deficiencies: coordinates attention to the completion of these specific deficiencies.

Contacts VIP guests in advance of their arrival to the hotel to determine any special services required and then acts to deliver these special services.

Coordinates airport transportation service as required.

Coordinates the ordering and delivery of flowers in advance of guest arrival as required.

Coordinates and participates in the meet and greet and escort of each VIP guest

Ensures delivery and placement of arrival amenities; coordinates personalization of welcome notes from General Manager, Hotel Manager and VIP Manager.

Ensures the daily replenishing of amenities through the Housekeeping, and Rooms Service teams.

Works closely with the Amenity Supervisor to ensure timely delivery of service

Ensures accurate communication of information to guest regarding all hotel facilities and operating hours.

Assists the front office Manager and Director as well as the front operation team for the daily operations.

Working on AVAYA Console and OPERA PMS operation

Training New Associates (Hotel Standards and Hotel Information)

Handling internal and External call

Handling all guest Request and Complaints

Recording all complaints and Request in STAR GUEST system

Updating Service opportunity Report

Updating guest Preference in the system

Handling hotel main E-mail address

Test call to other department about product knowledge and hotel SOP

Responsible for the inquiries, bookings and reservation of the outlet.

Provide back up to the Managers by coordinating the daily restaurant activities.

Attend to guest complaints and request, efficiently and courteously.

Arrange and supervise big group reservations.

Conducts daily training to the service staff regarding the content of the menu, outlet promotions and hotel activities to ensure their full awareness and knowledge.

Checks the reservations at the beginning of each service to ensure a flawless operation. Ensure that all the tables are correctly set-up, clean and in a timely manner.

Performs cashiering from time to time, monthly inventory.

Prepares guests request for specials events like birthday, company dinner, anniversaries etc.

Perform paper works like weekly staff scheduling and month-end payroll preparations.