Job Title: Boat Concierge

Department: Front Office

Reports to: Front Office Manager

Position Level: Rank & File (L)

Position Overview

Boat Concierge is responsible for providing a memorable, informative and comfortable journey for our guest from the airport to the resort and vice-versa.

The Role

• To fully support the Company's values and culture to ensure guest satisfaction.
• To be fully familiar with the Forbes Standards and to follow these standards of service at all times.
• To maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
• To maintain a high standard of appearance and personal hygiene at all times by adhering to the Patina Maldives Grooming Standards.
• To report to duty punctually and consistently.
• To have a complete understanding of and adhere to the resort's policy relating to fire, hygiene, health and safety and take necessary action when required.
• To provide guests with friendly, efficient, accurate and polite service at all times.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To be able to coordinate the guest transfer movements and ensure to maintain a strong relationship with the Transport team.
• To takes direction from and carry out any requests by management in conjunction with work.
• To always provide guests an enjoyable and memorable experience.
• To be able to deal with situations as they occur and to solve problems before or as they arise, handle guest complaints in a professional manner and involve Duty Manager or Essentialist Manager/FOM necessary
• To sells the resorts facilities and services by talking to guests about F&B events, excursions and cruises.
• To attend and actively participate in training sessions and monthly communication meetings
• To keep excellent relationships with team, peers, and all other colleagues of the hotel.
• Ensure boats and yachts are well maintained and report any damage and have rectified immediately.
• Ensure readiness of boats and yachts prior to guest arrival, this includes pre-boarding, cabin check, toilets, food and beverages up to standard, aroma, AC etc.
• Boat Concierge to obtain all information about arriving guests. (VIP status/ Flight Information / Celebration / Children Names, etc)
• Boat Concierge stands outside the door, and greet arriving guests. Assisting elderly and children as they board the yacht.
• Serving refreshments to guest as soon as they are seated followed by safety briefing.
• To ensure all guests are adhering to safety and security regulations of the boats and yachts.
• Seasick wrist band and vomit bags are offered to guests who shows the universal sign of sea sick (Malaise, fatigue, closing eyes, hand on the head)
• Inquiring interest from the guests so that it could be passed to Essentialists upon arrival.
• Bidding fond farewell to guest.
• Any other tasks as requested by our guests, supervisor or Management of the resort.

Talent Profile:

• Diploma in Hospitality Management.

• Experiences in similar role in a luxury hotel / resort.

• Excellent interpersonal skills with personable character, a team player and good at cultivating strong guest relations.

• Very good command in spoken and written English.

• Great attention to detail and accuracy with the ability to multi task and prioritize.

• Ability to handle stress and stay calm under pressure.

• Good conflict resolution skills with decision making and judgemental skills.

• Flexible regarding the work schedules.

• Knowledge in Property Management System (e.g. OPERA).

• Competent computing skills (e.g. Microsoft Office).