Concierge

The Concierge is responsible for delivering exceptional, personalized service that enhances each guest's experience and reflects the hotel's luxury standards. As a trusted local expert and guest advocate, the Concierge creates a welcoming first impression, anticipates guest needs, and provides thoughtful recommendations, reservations, and personalized services. This role builds meaningful relationships with guests while serving as a liaison between the hotel, local partners, and internal departments to ensure seamless, memorable stays. **Job Responsibilities** - Provide warm, professional, and personalized service to all guests, visitors, and team members while maintaining the highest standards of hospitality. - Welcome guests by name whenever possible and build rapport through genuine, engaging interactions. - Anticipate guest needs by asking thoughtful questions and offering personalized recommendations and solutions. - Maintain comprehensive knowledge of local restaurants, entertainment, cultural attractions, shopping, sporting events, transportation, and community events. - Arrange restaurant reservations, transportation, tours, entertainment, spa appointments, business services, and other guest requests while remaining vendor neutral. - Coordinate guest requests with Front Office, Bell Services, Housekeeping, Engineering, Security, Food & Beverage, Valet, and other departments to ensure seamless service. - Maintain active relationships with local businesses, vendors, attractions, and community organizations to enhance guest offerings. - Participate in local Concierge Association activities and professional networking opportunities, as appropriate. - Maintain current listings of local attractions, transportation options, maps, brochures, and hotel information; ensure materials remain organized and fully stocked. - Provide accurate information regarding hotel amenities, restaurants, lounges, retail outlets, operating hours, and resort services. - Respond promptly to guest inquiries received in person, by telephone, email, or other communication channels. - Document guest preferences, special occasions, reservations, purchases, requests, and guest history within Go Concierge or other designated systems. - Provide personalized welcome calls or outreach to VIP guests and other designated arrivals. - Ensure guest requests are completed accurately and followed through to completion. - Coordinate shipping and receiving requests for guests utilizing FedEx, UPS, USPS, DHL, and other shipping providers. - Process billing and maintain appropriate documentation for concierge services, purchases, and third-party reservations. - Maintain accurate records and organized files related to guest requests and concierge services. - Communicate daily hotel activities, events, VIP arrivals, and important operational information to guests and fellow team members. - Ensure complete and accurate shift communication to promote continuity of service. - Respond professionally to guest concerns and service recovery opportunities, escalating matters to management as appropriate. - Maintain knowledge of hotel emergency procedures and assist during emergency situations as directed. - Attend departmental meetings and complete all required training. - Perform other duties as assigned. **** **Education & Experience** - High school diploma or equivalent required. - Previous concierge experience in a luxury or full-service hotel preferred. - Strong knowledge of the local area, restaurants, entertainment, transportation, and attractions. **Knowledge, Skills & Abilities** - Exceptional guest service and interpersonal skills with the ability to build lasting guest relationships. - Excellent verbal and written communication skills. - Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment. - Professional judgment, discretion, and the ability to handle confidential guest information. - Strong attention to detail an…