Concierge

Choice Hotels International, Inc (NYSE: CHH) is one of the largest lodging franchisors in the world, operating more than 7,400 hotels across 45 countries and territories, with a diverse portfolio of 22 brands. Position Summary The role of Concierge is to create superior service by offering personalized, upgraded services and amenities for Business Class as well as by providing information to guests in the main lobby. Keeps updated information about the Hotel Facilities: All hotel room types, numbers/names, layout, appointments, amenities and locations. All Hotel features/services, hours of operation. All Hotel restaurant food concepts, menu price range, dress code and ambiance. All Hotel room rates, special packages and promotions. Local events, attractions, holiday schedules. Knows names and location of meeting/banquet rooms along with functions booked for the day. Will direct guests as needed. Maintain updated resource materials on all vendors and information to accommodate guest requests. Ensures smooth daily operations: Monitors scheduled daily group activities. Daily house count and expected arrivals/departures. Processing of incoming mail, deliveries, and packages to the standard of The Radisson Blu, keeps a record of all guest-related deliveries. Ensures easy access for all other employees to guest information and arrangements through the computer system. Close communication and cooperation with all other departments to ensure the highest level of guest satisfaction and productivity. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Communicates closely with reservations on package related tasks and pre-reservation arrangements. Communicates all operational events during the shift handover, and will follow up with any pending items. Takes care of Guests and their requests: Greets guests arriving at the hotel with a warm welcome, assists with directions and provides requested information. Reviews designated in‑house guest list and remains familiar with guests’ names and room locations. Anticipates guests’ & resident needs, responds promptly, and acknowledges all guests & residents, regardless of time of day. Assists guests and other departments with arrangements such as restaurant reservations/recommendations, tickets for all venues, transportation arrangements, and special requests from individuals and groups. Records and relays messages accurately, completely, and legibly. Resolves guest/resident complaints to ensure satisfaction. Accommodates all guest requests expediently and courteously. Follows up with designated hotel personnel for completion of requests. Books, reschedules, and reconfirms transportation for guests (air, land, sea). Arranges babysitting service. Books and confirms tickets for local attractions and happenings. Accepts and records wake‑up call requests; delivers to PBX. Reconfirms all guest requests for the following day. Keeps Guest Records updated: Maintains positive guest and employee relations at all times. Develops and maintains all guest profiles, updates guest preferences and requests, and documents arrangements for future reference in the PMS. Ensures proper accounting procedures are followed: Posts charges according to accounting procedures and in conjunction with front office cashiers, drops receipts, balances reports, completes designated cashier reports, runs closing reports, and collects payments in communication with accounts and the front office cashiers. Works as a team member to maintain a pleasant work environment: Maintains positive inter‑departmental relationships through the hotel and with outside vendors. Follows the Carlson Attendance Policy and reports to work dressed according to Carlson Grooming Standards. Requirements Minimum of 1 to 2 years of hotel front desk experience, other hotel experience or experience in a customer service environment. Experience in Opera system preferential. Strong verbal, written, and interpersonal skills. Works well independently or as part of a team. Strong attention to detail. Commitment to exceptional guest service. Ability to maintain a positive and professional attitude when handling all situations. Adherence to the policies and procedures of the hotel. Ability to work a flexible schedule, including holidays and weekends. Working knowledge of computer and math skills. EEO Statement Choice Hotels International is an equal opportunity and affirmative action employer. Employment practices and decisions are not influenced by an applicant’s race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, genetic information, or any other characteristic protected by law. #J-18808-Ljbffr