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Hotels

Concierge Specialist

Performance Review Example

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Hotels

Concierge Specialist

Job Description:
Concierge Specialists provide personalized assistance and recommendations to guests, ensuring a memorable and enjoyable experience during their stay. They assist with reservations, transportation arrangements, and local activity bookings, catering to guests' needs and preferences.
Performance Areas:
Guest Services
  1. How effectively does the employee greet and assist guests upon arrival, providing information and recommendations for local attractions and services?
  2. Does the employee handle guest inquiries and requests promptly and courteously, ensuring high levels of customer satisfaction?
  3. How well does the employee anticipate guests' needs and proactively offer personalized assistance and recommendations?
Reservations Management
  1. How effectively does the employee manage room reservations, ensuring accuracy and timely processing?
  2. Does the employee coordinate special requests and accommodations for guests, such as room preferences and dietary restrictions?
  3. How well does the employee handle reservation cancellations and modifications while maintaining guest satisfaction?
Concierge Desk Operations
  1. How effectively does the employee manage the concierge desk, maintaining a professional and welcoming environment for guests?
  2. Does the employee stay informed about local events, dining options, and attractions to provide up-to-date recommendations to guests?
  3. How well does the employee handle guest complaints and issues, resolving them efficiently and diplomatically?
Transportation Coordination
  1. How effectively does the employee arrange transportation services for guests, including airport transfers, taxi bookings, and rental car arrangements?
  2. Does the employee ensure that transportation services meet guests' preferences and requirements for comfort and convenience?
  3. How well does the employee communicate transportation details and schedules to guests, ensuring smooth transitions and arrivals?
Activity Planning
  1. How effectively does the employee assist guests in planning and booking recreational activities and excursions, such as tours, tickets, and sightseeing trips?
  2. Does the employee provide detailed information about activity options, pricing, and availability, helping guests make informed decisions?
  3. How well does the employee handle reservations for popular attractions and events, ensuring guests' access and enjoyment?
Cultural Knowledge
  1. How well does the employee demonstrate knowledge of the local area, including landmarks, historical sites, and cultural attractions?
  2. Does the employee provide insights into local customs, traditions, and etiquette, enhancing guests' cultural experiences?
  3. How effectively does the employee recommend culturally enriching activities and experiences that align with guests' interests and preferences?
Overall Performance:
  • Summarize the employee's performance during the review period.
  • Highlight key strengths and areas for improvement.
Goals and Development:
  • Discuss performance goals for the next review period, structured as SMART goals (Specific, Measurable, Achievable, Relevant, Time-Bound).
  • Identify areas for professional development and training opportunities.
Additional Comments:
  • Provide any additional comments or feedback about the employee's performance.

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