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At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Shimmering in azure Indian Ocean, fringed with white powder sands and vibrant coral reef, One&Only Reethi Rah is a beautiful and rare place that creates magically unscripted stories for the world's most discerning and remarkable guests. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.
Job Summary The One&Only Reethi Rah Butlers will provide, maximise and exceed Guest's satisfaction by providing a very high end personalized Resort Service while still offer a Warm, relaxed, yet refined ambiance with a sense of place. By liaising with other support Departments whenever necessary, the Concierges will perform all tasks in accordance with the standards established by the One&Only Reethi Rah. To provide prompt, efficient and responsive service to all Resort Guests, so as to achieve a high level of Guest satisfaction and organizational profitability in an environment of high individual morale. Being the first point of contact with Guests, the Concierge creates an unforgettable first impression and project a favorable image of the Resort at all times. Act as a direct liaison of the Resort Management attending regular resort functions and activities. To project an image of courteousness and hospitality while handling Guest requests. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service
Key Duties and Responsibilities The concierge takes ownership of his/ her dedicated guests from arrival until departure; ensuring the best practices and attention are extended. Provides prompt, courteous and efficient service to all Guests, so as to achieve a high level of guest satisfaction. The Concierge focuses on all related activities that impact the overall guests experience from a resort perspective, offsite the in villa activities. Based on their language expertise, the concierge will be allocated a daily target of guests to service and create a personalized experience, while ensuring guests are comfortable to communicate and express preferences, likes, dislikes and allergies if any... and update the Guest Preference Management Program on the system. As part of servicing the Grand Villas, Grand Sunset Residence, other notable guests and high end repeaters, a talented concierge, language specialist, will be allocated for a dedicated guest's Stay. The Concierge will make himself/ herself available to service the guests throughout their stay. For all Grand Villas, Grand Sunset Residence, other notable guests and high end repeaters, the Concierge will offer personalized welcome from the airport and assist guests with every need during their stay. Personalized fond farewell is also extended upon departure and at the airport as required. Concierge will also assist the guests with the check-out procedure, assisting front desk and ensuring in-villa check-out for all Grand Villas and Grand Sunset. Ensures the delivery of O&O standards and service levels for all guests regardless of the time of day of their arrival/ departure. Concierge presence is mandatory for all arrivals and departures. Coordinate the guest's arrival from airport to the resort, liaising with airport team and transportation department. Communicate arrival time to all concerned parties. Coordinate guest departure, while ensuring appropriate transportation is arranged and on time based on flight schedule. Communicate departure time of guests to all concerned parties. Coordinate luggage pick up at time of departure and assist guests with luggage, while accompanying them to the reception. Coordinate with Valet, Villa and complete all villa moves, ensuring all moves are done on time with less disruption and guests are comfortably accommodated. For late arrival guests, The Concierge ensures to meet the guests the next day to offer full orientation of the resort and coordinate the 'foot ritual' as and when required with the Valet, Villa. Utilize guest profiles, correspondence and previous histories to ensure requirements are met, working closely with guest information. Review special codes, special packages and special offers mentioned and/ or based on Management discretion, on the guest reservation and action where and when required. Provides seamless VIP services as required and directed by the Resort Concierge Manager (RCM) and the Resort Management within moral and ethical norms Handles difficult situations effectively following Resort policies and procedures Communicates promptly and efficiently guest complaints and compliments to the RCM and Resort Management and follows up on complaints until successful service recovery is achieved, and guests are happy with solution and alternative. Ensure efficient. execution of planned/ package inclusions and special occasions Confirmation and co-ordination of external activities, reservations, ticketing Assist guests in Resort activity enquiries/ requests Providing information on Resort services and facilities, as well as local attractions and general enquires as requested Actively elicits Guest feedback and preferences, regarding Resort services and ensures action is initiated on the same to maximize Guest satisfaction To take ownership of the Daily Logs and be very proactive on finding the solutions. Depending on the concern and the gravity of the issue, the duration of a log should be dealt with in the same day or as soon as possible. To be present in the Restaurants during each meal period, talking to guests allocated to them to create a "Home and Friendly" atmosphere and ascertain guest satisfaction. Presence of Concierges in the outlets is mandatory to cover breakfast, lunch, and afternoon tea, dinner and evenings at Rah Bar. To ensure the guests are provided with an efficient buggy service when attending their activities, restaurants, spa appointments and any other events. Concierge will prompt to pick up their guests and accompany them to the required venue as and when necessary and will also seek for guest satisfaction, after the guest experience. To work closely with Guest Information in order to create a strong and concrete database of our Guest information. Participate the activities with the Guests if needed Update and order books for the Library. To be extremely knowledgeable about any festivities/ holidays in England, France, Germany, Italy, China, Japan and Russia and wish Guests accordingly. Concierges will owe the translation of the existing stationary, letters and cards and any additional in the future. Concierges will be responsible for any letters, cards during Guest stay (Get Well soon/ Recovery Service/ Congratulations ... etc.) according to Guest nationalities. Resort Concierge will be taking care of all the invitations — Repeater's Event /Jaffaai and any resort events invitation, including dinner/ Management Cocktail according to Guest's nationalities. Personalizing any menu for Romantic/ Sandbank/ BBQ] Candlelit/ HM dinners. Preference Planner should be well executed according to Guest request in order to achieve a high level of Guest satisfaction upon arrival in the Resort. Assist with flight confirmations and online check—in. Concierges and Valet, Villa will work together to communicate each other about the Guests movements and needs. Site visits — Based on the visitor's nationality, specific RC will be assigned to conduct site tour or otherwise advise by the RCM or DOVO. To identity upselling opportunities (Villas, dinners, Excursions and Private Trips) Enhancing late night arrival experience by welcoming the Guests with the VC. To prepare all the amenities in the morning as a Lobby coordinator, to welcome Guests during the day. Always try to find the right opportunity to upsell Villas, Events, Excursions consistently and any potential revenue generated activities to our Guests. Attend all compulsory trainings and meetings. Ensures professional conduct in general and proper etiquette vis-a-vis Guests and other colleagues. The Concierge is creative and by his/ her action brings his/ her culture in the service delivery. The Concierge always volunteers to be of service in a genuine and professional manner: "I am delighted to assist you, Mr/s … ".Is there anything else I can do for you?" Undertake additional duties as requested by the Manager, Front Office Skills, Experience & Educational Requirements Bachelor's Degree/ Diploma / Certificate in Hospitality or higher and Facility Management or equivalent. Besides being fluent in English, Speaking a foreign language in line with the resort market guest profile is essential. Formal educational qualification in Tourism, Hospitality etc... Preferred. Minimum 2 years of customer service experience, preferably in hospitality or related service industry. People-oriented with full commitment to customer service Proactive and able to work under high pressure Able to clearly and pleasantly communicate with Guests and fellow employees both in person and by telephone. Ability to work conscientiously, meet deadlines, follow instructions and directions with minimal supervision. Must be very adaptable to change Must be very pro-active Ability to work in a self-motivated environment with little supervision with multinational environment. Computer literate and proficiencies in the following computer applications: Microsoft 'Nord, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint and Opera System or any other hotel software. Must have superior customer service, interpersonal, conflict resolution and oral communication skills. Ability to communicate tactfully with high-end Guests, Department Heads and any other employees to resolve problems and negotiate resolutions. Ability to work in a fast paced, stressful work environment Ability to use word processing and spreadsheet software, and proprietary hotel software Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
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