Concierge Attendant

The Concierge Attendant serves as a key point of contact for all guests, including VIP guests, ensuring a seamless and personalised guest experience throughout their stay. This role provides information, recommendations, and coordination of a wide range of guest services, both within the hotel and across the local area.

The Concierge Attendant plays an important role in shaping first impressions and enhancing the overall guest journey by delivering efficient, knowledgeable, and warm hospitality while supporting daily Front Office operations.

• Previous experience in concierge, front office, or guest services preferred.
• Strong communication and customer service skills.
• Good knowledge of local area attractions, services, and hospitality offerings.
• Ability to multitask and handle guest requests efficiently.
• Professional telephone and face-to-face etiquette.
• Strong attention to detail and organisational skills.
• Flexible, proactive, and service-oriented mindset.
• Ability to work in a fast-paced hospitality environment.

GUEST ASSISTANCE & FRONT DESK SUPPORT

• Serve as a key point of contact for guests and respond to enquiries promptly and professionally.
• Provide accurate information about hotel facilities, services, and daily operations.
• Support Front Office operations by assisting guests with general requests and directions.
• Ensure all guest interactions reflect a high standard of hospitality and service.

CONCIERGE SERVICES & LOCAL KNOWLEDGE

• Provide recommendations and booking assistance for restaurants, attractions, tours, transport, and entertainment.
• Assist with arrangements such as theatre tickets, city tours, medical services, and flight-related enquiries.
• Maintain up-to-date knowledge of local attractions, events, and points of interest.
• Offer personalised suggestions to enhance guest experiences during their stay.

LUGGAGE & GUEST REQUEST HANDLING

• Safely handle, store, and retrieve guest luggage in accordance with hotel procedures.
• Ensure secure and organised storage of guest belongings at all times.
• Assist in delivering messages, parcels, and guest requests promptly and accurately.
• Support smooth arrival and departure experiences for all guests.

VIP & SPECIAL REQUEST MANAGEMENT

• Stay informed of VIP arrivals, special requests, and in-house guest preferences.
• Ensure personalised service is delivered for VIP and repeat guests.
• Coordinate with other departments to fulfil guest requirements efficiently.
• Assist in executing special arrangements for events, celebrations, or group stays.

LOBBY OPERATIONS & GUEST EXPERIENCE

• Maintain orderliness, safety, and cleanliness in lobby and entrance areas.
• Ensure a welcoming and professional presence at all times.
• Monitor guest flow and assist in managing arrival and departure traffic.
• Uphold a strong first and last impression for all guests entering and leaving the hotel.

COMMUNICATION & COORDINATION

• Liaise effectively with Front Office, Housekeeping, and other departments to ensure seamless guest service.
• Provide support to Management during emergency or operational situations when required.
• Actively communicate guest needs and feedback to relevant departments.
• Ensure accurate use of property management systems and communication tools.

STANDARDS, SAFETY & COMPLIANCE

• Adhere to hotel policies, procedures, and brand standards at all times.
• Maintain a clean, safe, and organised working environment.
• Follow all safety, security, and emergency procedures as required.
• Ensure professionalism in handling guest data and confidentiality.

EXPECTATIONS

The Concierge Attendant is expected to:

• Deliver consistently high levels of personalised and attentive guest service.
• Demonstrate strong communication and interpersonal skills.
• Maintain a professional, welcoming, and well-groomed appearance at all times.
• Show strong knowledge of local attractions, services, and hospitality offerings.
• Respond flexibly to a variety of guest needs and operational situations.
• Work effectively both independently and as part of a team.
• Uphold NoMad’s luxury hospitality standards in every guest interaction.