Tribe, Concierge & Valet 
(12596)

SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Nestled between pristine blue Adriatic waters and mountains of conserved greenery, SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.

This is a summary of the key duties and responsibilities related to the position below and includes the skills, experience and educational background required by the employee, as well as the competencies and behaviors that are expected at this level.

Please take your time to read through it, sign the acknowledgement and hand it back to Human Resources.

• Position                          Tribe, Concierge and Valet
• Level                               CL
• Department                    Front of House

• Reports to                       Front of House Manager, Front Desk Manager, Team Leaders

• Subordinates                 NA
• Working time:  Full, Flexible

Job Summary

As a Concierge and Valet in a SIRO Boka Place, your primary responsibility is to ensure the highest level of guest satisfaction by providing exceptional service and creating everlasting moments and memorable experiences. In addition to their primary responsibilities, will be in charge of maintaining and managing the coffee station. This includes ensuring the coffee machine is stocked, clean, and operational throughout the day. Will be also responsible for preparing a variety of coffee drinks. Your role is vital in creating a positive and memorable experience for guests, ensuring their needs  are met promptly and efficiently. You must lead by serving from the heart, caring for guests and colleagues, maintaining a high standard of service.

Key Duties and Responsibilities

Operational

• The Tribe: Concierge and Valet at the Front Desk provides a seamless and welcoming experience for guests, offering assistance with luggage, transportation, and personalized concierge services.
• Welcome guests by name upon their arrival and departure to provide excellent customer service.
• Open car door for all guests coming out of a taxi or car by proactively helping them with any requests.
• Handle luggage, escort guests to their rooms, and provide orientations to hotel facilities and services when required.
• Upon request, store guest luggage in the luggage storage room. Handle all luggage with care.  
• Maintain cleanliness and tidiness of luggage storage room. 
• Follow hotel safety and security procedures when handling guest luggage.
• Conduct a thorough inspection of each guest vehicle upon arrival. Document and report any pre-existing damage on the vehicle to ensure transparency.
• Refrain from touching any personal belongings inside guest vehicles. Politely remind guests to remove all valuable items from their vehicles.
• Control and direct traffic flow to ensure that the hotel entrance remains unobstructed. Assist in directing traffic within the parking area to maintain an orderly and safe environment.
• Drive and retrieve guest vehicles to & from the designated parking area in a safe and timely manner.
• Drive guest vehicles to the parking lot and retrieve them in an efficient and safe manner.
• Follow established valet procedures to correctly document each vehicle’s parking location on the claim ticket.
• Organize and file all paperwork related to guests’ vehicles, including valet tickets and daily transactions.
• Adhere to all safety guidelines and protocols while driving and handling guest vehicles. Any abuse of these rules may result in termination, with related decisions made by management.
• Ensure vehicles are returned only to individuals who present a valid valet ticket or proper identification. Follow hotel policy in situations where the hotel reserves the right to refuse the return of a vehicle if the above cannot be provided.
• Arrange transportation, including airport transfers, limousines, and car rentals.
• Personally greet VIP guests and provide them with a heightened level of attention and service.
• Maintain a comprehensive knowledge of local attractions, events, restaurants, and services to provide accurate recommendations and assistance.
• Anticipate guests' needs and arrange tickets for shows, concerts, sporting events, tours, excursions, create unique experiences for guests, ensuring a seamless and enjoyable itinerary.
• Handle special requests and arrange personalized amenities for guests, such as floral arrangements, special occasion celebrations, and surprise gifts.
• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, OPERA etc.) .
• Directly involved in any projects assigned by the management ensuring completion in a timely manner within the assigned budget.
• Build strong relationships with guests, maintaining a professional and courteous demeanor at all times.
• Stay connected with regular guests after their stay should they require future bookings.
• Maintain effective communication channels between each guest and relative departments to ensure guests are well informed and attended. Communication channels include personally and digitally using tools such as company smartphones (e.g. GMH and WhatsApp Business).
• Assist in preparing personalized amenities with assistance of respective departments, such as rooms setups for special occasions (Honeymoon, Babymoon, Birthdays, Anniversaries, etc.)
• In the event of any guest incidents / inconveniences, attempt to solve each issue and escalate to management when necessary. All guest issues, incidents, and feedback is logged on ALICE within the same day of occurrence.

• Maximize revenues through cross selling outlets and services.
• Minimize the risks of potential financial transaction issues, to control cashiering policies and procedures while providing ongoing coaching and training.
• Follow all internal and local rules, policies, and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information
• Always follow LQA Standards.
• Being brand ambassador in creating amazing experiences and everlasting memories for the guests.
• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is happening in the area etc.
• Ensure that all internal and local rules, policies, and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Instructions from management are treated constructively and acted upon.

• Bachelor's degree in hospitality management or a related field.
• At least one year of experience in a luxury hotel concierge role.
• Excellent communication and interpersonal skills, with the ability to interact with Guests and staff at all levels.
• Proficiency in Opera PMS is a plus.
• Must be fluent in verbal and written English. Other languages are a plus.
• Valid MNE driver’s license and clean driving record. Able to drive cars with manual and automatic transmission
• Extensive knowledge of the local area, including attractions, restaurants, events, and transportation options.
• Knowledge of relevant regulations and laws related to hotel operations.
• Ability to work flexible hours, including weekends and holidays.

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.