Personal Concierge

Personal Concierge

The Personal Concierge serves as The Cooper's ambassador and one point-of-contact for guests. They have a high responsibility and ownership of the guest experience and are encouraged to execute on guest needs, both requested and unexpressed. This team utilizes pre-arrival knowledge and face-to-face interactions to truly understand our guests and their individual experiences in order to ideate, anticipate, and provide a tailored experience. Each Personal Concierge owns their guests and delivers seamless service that eliminates guest stress and builds brand bond.

DUTIES & RESPONSIBILITIES:

• Actively represents the hotel and BHC within all interactions
• Maintains communication with guests during their stay, actioning and owning all guest requests
• Ensures guest rooms are tailored to guest preferences
• Provides the welcome and check-in experience for guests arriving on property
• Owns customer experience elements, including service recovery (escalating when needed)
• Engages with guests and takes part in enhancing their visit
• Coordinates with Housekeeping and Engineering
• Builds relationships and rapport with guests pre, during, and post-stay
• Facilitates fond farewell for departing guests
• Supports the planning and coordination of special guest recognition
• Works at the busiest time including evenings, weekends, holidays while properly leading the team
• Understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations
• Treat guests, team members and third-party vendors with courtesy, respect, and dignity
• Practices preventative safety procedures daily
• Must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations
• Performs other duties as assigned for the operation

REQUIRED STRENGTHS, SKILLS, & EXPERIENCE:

• Enjoys multi-tasking and communicating in a fast-paced environment.
• Likes to engage with people and understand what makes them unique.
• Takes action in making things happen and can adapt when needed.
• Strong customer service skills, guest relationship experience.
• Knowledge of front and back of house operations.
• Fluent and professional communication both written and verbal.
• Works well under pressure, multitasking, and team player.
• Extreme attention to detail in all areas, organizational skills, and thinks strategically.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
• Available to work varied shifts, including nights, weekends, and holidays.

BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.