Concierge

Main Duties Provide guests access to all the city has to offer within scope of availability. Create special conversations with guests which identify personal preferences in order to record each guest’s profile history. Share in-depth knowledge or access to information regarding directions, travel time, cost and various forms of transportation. Maintain a constantly updated database with extensive information about city highlights. Demonstrate first‑hand knowledge of the recommendations with thorough research. Be proactive and anticipate the complete requirements to make the experience a success. Be knowledgeable of all in‑house and arriving guests. Arrange tickets for theatre, sporting events and local attractions. Make and confirm all transportation arrangements with contracted limousine company. Arrange for package delivery and pickup for guests. Assist guests with mail, messages and any plans or arrangements they require. Provide guests with a confirmation of dining reservations, transportation, theatre tickets, etc. in the form of written, printed, or computer‑generated forms. Communicate all important details to leadership and colleagues. Maintain a clean, neat and organized work area. Stay current with developments and procedures in the hotel by attending daily front office rallies and reviewing the front office communications pass‑ons daily. Ability to assist guests with PMS questions, arrivals, and departures in HMS to prevent any queuing in the lobby. Train new or existing concierges in best practices and culture. Perform any other reasonable duties as requested by the leadership team. Anticipate and understand guests’ service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests. Greet, welcome and acknowledge all guests by name and respond to their requests in a courteous and professional manner using professional language at all times. Remain attentive to the needs of all guests, providing them with dependable, punctual and enthusiastic service. Provide courteous, friendly and efficient service to all internal and external guests. Thank guests with genuine appreciation. Identify opportunities to optimize performance and create value by challenging existing processes; encouraging innovation and driving necessary change. Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow‑up with a leader is expected. Establish and maintain open, positive, collaborative and professional internal and external relationships. Develop lasting relationships with guests and to secure repeat business. Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience. Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials. Ensure compliance with hotel policies, procedures, and standards with self and colleagues. Ensure uniform and personal appearance are clean and professional. Maintain confidentiality of proprietary and guest information. Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good‑Natured Service and uphold our Brand Pillars. Qualifications & Skills Are organized and proficient at multitasking. Ability to speak effectively before groups of guests or team members and ability to respond to and creatively resolve guest inquiries and complaints. Ability to read and understand documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to learn and work with technology including devices such as computers, iPods and iPads. Excellent guest service skills. Ability to follow directions and work in a team environment. Ability to remain flexible and adaptable. Proficient in verbal and written English communication. Must possess a high quality, detailed and service work ethic. Ability to work in a fast‑paced environment. Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture. While performing the duties of this job, the team member is regularly required to stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell. The team member is frequently required to walk, kneel, or crouch and must possess the ability to stand for long periods (more than 8 hours). Flexibility to meet the demands of a 24‑hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property. This job description is not exhaustive of tasks and duties, but serves as a guideline for daily duties, which may change from time to time. Starwood Hotels is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non‑discrimination on any protected basis covered under applicable law. #J-18808-Ljbffr Dormont Manufacturing Co