- Responsible for supporting all aspects of Concierge functions in accordance with hotel standards
- Maintains a concierge service and management philosophy that serves as a guide to respective staff
- Assists in developing and maintaining the acknowledgment and service of all guests visiting the location
- Supports management to ensure all departments are aware of all guests needs and information prior to arrival that will lead to a unique, memorable and personal stay
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required
CORE WORK ACTIVITIES
Maintaining Concierge Goals
- Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
- Develops specific goals and plans to prioritize, organize, and accomplish work
- Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results
- Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals
- Supports the establishment of an effective database to be used by all team members for restaurant and local attractions
- Establishes relationships with local attractions, restaurants and other businesses to enhance guests experiences
- Provides recommendations and arranges services for guests as requested (eg, car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping)
- Maintains awareness of cultural differences needed to meet guests specific needs and requirements
- Provides check-in and check-out services and handles reservations when needed
- Maintains knowledge of rooms and their locations, services and facilities of the hotel
- Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out
- Responds to emergency situations using appropriate procedures
- Maintains awareness of daily operations and events at the hotel
- Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
- Provides warm welcome and anticipation of guest needs throughout their stay
- Encourages and building mutual trust, respect, and cooperation among team members
- Serving as a role model to demonstrate appropriate behaviors
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
- Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction
Ensuring Exceptional Customer Service
- Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention
- Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
- Responds to and handles guest problems and complaints
- Sets a positive example for guest relations
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
- Supports employees understanding of customer service expectations and parameters
- Interacts with guests to obtain feedback on product quality and service levels
Additional Responsibilities
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
- Analyzes information and evaluates results to choose the best solution and solve problems
- Informs and/or updates the executives and the peers on relevant information in a timely manner
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results
