Concierge

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 #J-18808-Ljbffr Omni Hotels