Job Description

JOB OVERVIEW:
Under the general guidance of the Chief Concierge, the Concierge is responsible for delivering personalized, high-quality service to guests by anticipating and fulfilling their needs, preferences, and special requests. The Concierge acts as the primary resource for guests seeking information about the hotel, local attractions, dining, entertainment, transportation, and other services. This role requires exceptional communication skills, local knowledge, and the ability to create memorable guest experiences by providing professional, courteous, and efficient assistance throughout their stay.

YOUR KEY RESPONSIBILITIES:
•Lead and manage front office departments to ensure outstanding guest service and smooth day-to-day operations.
•Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.
•Oversee scheduling, training, and performance management of the front office staff.
•Provide knowledgeable recommendations on local dining, entertainment, cultural events, and tourist attractions
•Maintain and regularly update a comprehensive directory of trusted local vendors, service providers, and attractions
•Record guest preferences, special occasions, and feedback to personalize future stays and improve service quality
•Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.
•Monitor guest feedback and implement service improvement strategies.
•Ensure full compliance with health, safety, and hotel policies and procedures.
•Drive team member engagement and team development through regular training and coaching.
•Mentor, coach and guide staff on working successfully in a team atmosphere.
•Ensure all necessary reports and forms are completed daily.
•Any other reasonable duties as assigned by the supervisor or manager.
•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.

ADDITIONAL RESPONSIBILITIES:
•Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
•Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
•Remain calm and alert, especially during emergency situations.
•Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

Qualifications

• Three (3) months of related experience is preferred.
• You need to be able to communicate clearly and effectively in English.
• You have highly proficient computer skills. Proficiency with Outlook, Excel and Word is required.
• You are compassionate, professional, kind, engaging, empathetic and helpful.
• You have the ability to work as a part of a team and handle multiple tasks efficiently.
• You possess the ability to make independent decisions when circumstances warrant such action.
• You can maintain a positive and friendly demeanor toward the residents and your co-workers.

Additional Information

Senior Lifestyle offers a comprehensive benefits plan to eligible team members including health, dental, vision, retirement benefits, short-term disability, long-term disability, and paid time off. All Senior Lifestyle positions are eligible to use DailyPay, an application that allows you to access your earned but unpaid wages before your next payday. Senior Lifestyle requires that all employees provide proof of COVID-19 vaccination unless exempt due to medical, religious, or personal beliefs. Government requirements or exclusions may apply.