Hotel Concierge

Job Description

Job Description

About the Role:

The Hotel Concierge plays a pivotal role in enhancing the guest experience by providing exceptional service and personalized assistance. This position is responsible for anticipating guests' needs and ensuring their stay is comfortable and enjoyable. The Concierge will serve as a knowledgeable resource for local attractions, dining options, and transportation, creating memorable experiences for guests. Sales abilities and the knowledge of the theme parks and attractions in the Orlando area are crucial to this role.  Not only is this a Guest Service position, but a sales position.  The Concierge contributes to the overall operational success of the hotel. Ultimately, the goal is to foster a welcoming environment that encourages repeat visits and positive word-of-mouth referrals.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role, preferably in the hospitality industry.
• Strong communication and interpersonal skills.

Preferred Qualifications:

• Knowledge of multiple languages is a plus, particularly Spanish and/or Portuguese.
• Previous experience as a concierge, in guest services or sales, or in a similar role.

Responsibilities:

• Greet guests upon arrival and provide them with information about hotel services and local attractions.
• Assist guests with reservations, transportation arrangements, and special requests to ensure a seamless experience.
• Assist hotel guests with Vacation Planning while in Orlando.  Answer questions they may have about theme parks, attractions, restaurants, shopping or anything else in the local Orlando area.  Sell theme park and attraction tickets and do various other tourist related duties, including making dinner reservations, booking tours and excursions, and rental cars. 
• Maintain an up-to-date knowledge of local events, dining options, and entertainment to provide tailored recommendations.
• Handle guest inquiries and complaints with professionalism and efficiency, ensuring a high level of customer satisfaction.

Skills:

The required skills are essential for daily operations, as the Concierge must effectively manage guest interactions. Strong hospitality and customer service skills are crucial for creating a welcoming atmosphere and addressing guest needs promptly. Proficiency in Microsoft Office is needed for basic duties including creating reports and communicating with team members. The ability to make sales of theme park and attraction tickets and close those transactions efficiently ensures that all guest services are billed accurately and in a timely manner. Overall, these skills enable the Concierge to provide a high level of service that enhances the guest experience and supports the hotel's reputation.  Must have an outgoing personality and be willing to proactively engage with guests.