Concierge

Concierge Position at Omni Fort Lauderdale Hotel

The Omni Ft. Lauderdale Hotel is a 29-story hotel, located at 1950 Eisenhower Blvd, and connected directly to the Broward County Convention. The property offers 801 guest rooms and suites, multiple restaurants, a vibrant rooftop bar, a sprawling pool, spa, and fitness center. The hotel has over 120,000 square feet of indoor and outdoor meeting and event space, including a grand ballroom, junior ballroom, 25 breakout rooms and pre-function meeting space with waterfront views.

Job Purpose: To create memorable guest experiences by serving as a knowledgeable and trusted resource for hotel guests. The Concierge assists with reservations, recommendations, directions, and personalized services, ensuring every guest feels welcomed, well-cared for, and valued. This role requires strong communication, local expertise, and a commitment to delivering service with professionalism, courtesy, and warmth in alignment with the hotel's standards of excellence.

Essential Job Functions:

• Be fully acquainted with key points of interest in the city and surrounding area.
• Maintain complete knowledge of restaurants, cultural attractions, entertainment venues, shopping, and tourist destinations in order to provide personalized recommendations to guests.
• Arrange and confirm bookings such as airline tickets, transportation, tours, and other guest requests.
• Assist with restaurant reservations, limousine services, and other guest needs.
• Ensure timely delivery of parcels, mail, and special deliveries to guest rooms.
• Partner with Housekeeping to maintain a clean, tidy, and welcoming lobby and public spaces.
• Participate in the amenity process for guests celebrating special occasions, including arranging personalized touches and pre-arrival calls.
• Create and coordinate special packages that enhance the guest experience.
• Communicate guest information, preferences, and special requests promptly to the appropriate departments.
• Maintain thorough knowledge of all hotel services, amenities, and hours of operation to assist guests effectively.
• Handle special requests such as flowers, telegrams, rental cars, luggage forwarding, and private car arrangements.
• Deliver personalized, memorable service by applying the Power of One philosophy.
• Maintain effective communication and strong working relationships with all hotel outlets and amenities, including Food & Beverage, Spa, Recreation, and others, to collaboratively handle guest needs and ensure seamless service.
• Follow up on guest requests and arrangements to ensure satisfaction and service excellence.
• Recognize VIPs and repeat guests, noting preferences to deliver personalized future experiences.
• Promote and recommend on-site hotel outlets and amenities as the first choice for guests.
• Proactively identify opportunities to improve the guest experience and exceed expectations.
• Follow all established procedures to ensure guest safety, security, and protection of personal information.
• Uphold proper phone etiquette, ensuring a professional, warm, and courteous tone at all times.
• Perform other duties and special projects as assigned by Front Office Management.
• Regularly participate in lobby activations and welcoming large groups and arrivals.

Qualifications:

• Minimum of 1 year of direct customer service experience required.
• Experience in a community organization, tourism office, or similar role representing the city and its attractions may be considered in place of hotel experience.
• Previous hotel front office or guest services experience is strongly preferred.
• Developed knowledge of the surrounding area, including restaurants, cultural attractions, entertainment, shopping, and tourist destinations, is required.
• Strong organizational skills with the ability to prioritize, multi-task, and adapt in a fast-paced environment.
• Ability to work well under pressure while handling multiple guest requests and questions in a professional manner.
• Customer service oriented with a strong desire to create personalized and memorable guest experiences.
• Ability to remain calm, professional, and welcoming in stressful situations.
• Excellent verbal and written communication skills in English, with the ability to interact effectively with guests, management, and colleagues in person and over the phone.
• Strong decision-making skills with the ability to think quickly and clearly.
• Ability to accurately and efficiently input information into computer systems.
• Ability to work cohesively and collaboratively with team members and across departments.
• Proficiency in basic computer applications; prior OPERA system experience is a plus.
• Must have flexibility to work a variety of shifts, including nights, weekends, and holidays.

Environment & Position Analysis:

• Lift, carry and place objects weighing up to 50 lbs. without assistance.
• Stand, walk or sit for an extended period or for an entire work shift.
• Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Tools & Equipment:

• Desktop computer (Opera, Alice, SALTO, Synergy, Windows, Microsoft Office), printer, telephone, copier, fax machine, two-way radio dispatch, bell cart

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link: