About Company
Balmoral Hotel, nestled in the heart of Queenstown (Komani), Eastern Cape, stands as a beacon of classic hospitality and warm South African welcome. For decades, we have been a cherished landmark, offering guests a unique blend of comfort, elegance, and personalized service. Our rich history is intertwined with the community, and we pride ourselves on creating memorable experiences for both local visitors and international travelers alike. At Balmoral, we believe in fostering a supportive and professional environment where every team member contributes to our legacy of excellence. We are more than just a hotel; we are a home away from home for our guests and a family for our dedicated staff. Join us and become part of a team that celebrates genuine connections and unparalleled guest satisfaction.
Job Description
Are you a natural conversationalist with an innate passion for service and an encyclopedic knowledge of Queenstown (Komani)? Do you thrive on making every guest’s stay not just comfortable, but truly unforgettable? Balmoral Hotel is seeking a charismatic and highly organized Concierge – Guest Assistance professional to join our esteemed team. This full-time, on-site role is the heartbeat of our guest experience, serving as the primary point of contact for all guest needs, inquiries, and requests. As our Concierge, you will be the ultimate local expert, guiding guests through the wonders of Queenstown, from its hidden gems and vibrant markets to essential services and transport options.
Your day will be dynamic and varied, involving everything from arranging exclusive tours and securing coveted restaurant reservations to providing directions, assisting with luggage, and ensuring all guest concerns are addressed with promptness and grace. We are looking for someone who can anticipate needs before they are voiced, troubleshoot challenges with a calm demeanor, and provide recommendations that are perfectly tailored to individual preferences. This role demands exceptional communication skills, both written and verbal, a meticulous eye for detail, and a proactive approach to hospitality. You will embody the Balmoral Hotel’s commitment to excellence, representing our brand with professionalism and genuine warmth at all times. If you are passionate about creating seamless, personalized experiences and are eager to contribute to a legacy of outstanding hospitality in Queenstown, we invite you to apply. This is an incredible opportunity to make a tangible impact on our guests’ journeys and become an indispensable part of our hotel family.
Key Responsibilities
- Warmly greet and assist guests with a wide range of requests, inquiries, and needs.
- Provide comprehensive information on local attractions, dining, entertainment, shopping, and transportation.
- Arrange and confirm reservations for restaurants, tours, transportation, and other services.
- Handle guest correspondence, including emails and phone calls, professionally and efficiently.
- Maintain an up-to-date knowledge base of local events, cultural activities, and points of interest.
- Assist with luggage handling, bell services, and package delivery as required.
- Act as a liaison between guests and other hotel departments to ensure seamless service delivery.
- Address guest complaints and concerns promptly and effectively, striving for positive resolutions.
- Maintain accurate records of guest requests, preferences, and special arrangements.
- Uphold the highest standards of professionalism, confidentiality, and guest privacy.
- Anticipate guest needs and proactively offer assistance or recommendations.
- Assist with general administrative duties at the front desk when necessary.
Required Skills
- Proven experience in a hospitality or customer service role.
- Exceptional interpersonal and communication skills (verbal and written).
- Fluent in English; additional languages are a significant advantage.
- Strong organizational and multitasking abilities.
- In-depth knowledge of Queenstown (Komani) and its surrounding areas.
- Proficiency in using hotel management software (e.g., Opera, Fidelio) or similar systems.
- Problem-solving skills with a calm and positive attitude.
- Ability to work flexible hours, including weekends and public holidays.
- Professional demeanor and appearance.
- High level of attention to detail and accuracy.
Preferred Qualifications
- Diploma or degree in Hospitality Management or a related field.
- Previous experience as a Concierge in a 4-star or 5-star hotel.
- Fluency in isiXhosa or Afrikaans.
- Certification from a recognized Concierge association.
- Valid driver's license.
Perks & Benefits
- Competitive salary package.
- Opportunities for professional development and career growth within the hotel.
- Staff meals provided during shifts.
- Uniform provided and laundered.
- A vibrant and supportive work environment.
- Contribution to a reputable and established local business.
- Employee discounts on hotel services (subject to availability).
How to Apply
We invite passionate and dedicated individuals to join the Balmoral Hotel family. Please click on the application link below to submit your detailed CV and a cover letter outlining your experience and why you are the ideal candidate for this Concierge role. We look forward to hearing from you!