Job Description

• Leads and manages the concierge team, aids in the hiring, training, scheduling, and performance management.
• Ensures compliance in all established brand standards of professionalism and protocol are being practiced by all Concierge staff.
• Provides services that are above and beyond for guest satisfaction.
• Effectively communicate with team members to understand guest needs by providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Empower team members to provide excellent guest service.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records and reviews guest issues in the guest response tracking system (such as TripAdvisor, ReviewPro, Pulse). Identify trends for resolution.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Assists in the facilitation of the training and development of all team members to the company standards.
• Effectively communicates with the front office team to ensure a consistent, unique delivery service is being offered to guests at all times.
• Performs various administrative tasks assigned by the supervisor.
• Oversee the day-to-day operations of the concierge desks, including managing the guest experience (check in/out, luggage assistance, transportation arrangements, and reservations)
• Maintain complete and most updated knowledge of all hotel offerings, services and hours of operation, all hotel room types/names, layout, all hotel room rates, special packages and promotions, daily arrival & departure lists, scheduled daily group activities, names and location of meeting/banquet rooms, local events, attractions, and holiday schedules.
• Establish and maintain relationships with vendors and ensure information and resource materials are current to accommodate guest requests.
• Inspects and maintains overall cleanliness and appearance of the Concierge desk.
• Perform duties concerning check-in and check-out of guests when volumes warrant.
• Updates and maintains accurate and up to date profiles and history.
• We recognize we are in the hospitality industry and that may require us to provide lateral service.
• We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

• High School Diploma or equivalent required
• Four to six or more years of experience in a Concierge role, preferably in an upscale or
• lifestyle brand hotel. Two or more years of experience in a leadership role is desired.
• An intermediate to proficient understanding of Computer and hotel systems.
• Strong leadership and team-building skills, with the ability to motivate and inspire staff.
• Knowledge of local attractions, restaurants, and transportation options.
• Possess a gracious, friendly, and fun demeanor.
• Must show an impeccable professional appearance.
• Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
• Maintain positive and productive working relationships with other team members and
• departments.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Must be able to stand or walk a minimum of eight-hour shifts.
• Must be able to be observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• Additional language ability preferred.
• All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor

Additional Information

All your information will be kept confidential according to EEO guidelines.