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
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