Overview :

The Concierge is responsible for assisting guests in arranging dining, entertainment, sports, transportation, and other services during their stay.

A concierge is one of the first people a guest sees upon entering the hotel they are the face of the organization. Therefore, concierges have to be extremely welcoming.

They should greet every guest with a smile and a kind word. A concierge has to manage multiple tasks at once : they must serve many guests, make appointments and arrangements for people, and more.

Being organized allows a concierge to juggle these multiple tasks without losing his or her cool while ensure that each guest expereince is both positive and memrable.

Responsibilities :

Develop and maintain thorough knowledge of area restaurants, bars, clubs, shows, concerts, sporting events, and retail.

Assist guests in arranging services and reservations, including dining, entertainment and sports, attractions, transportation, flowers and gifts, formal wear rental, babysitting services, office services, medical services, personal services, and banking services.

Handle all incoming and outgoing packages, laisse with Guest Attendants storing / retrieving and delivering packages

Utilize Hotsos and other messaging platforms to communicate with guest and handle guest inquiries

Utilize Concierge management system to log all activities

Utilize the property management system to run daily reports and block any special requests.

Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.

Work closely with the Guest Attendants to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.

Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.

Work with Front Office Manager regarding hotel business to keep them informed.

Maintain positive and professional communication with all staff.

Provide recognition to others, including co-workers, supervisors, managers, and directors.

Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.

Ensure a healthy and safe work environment for co-workers and guests.

Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.

Promote property outlets to guests.

Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.

Resolve guest complaints empathetically while still using property procedures.

Create a positive environment in which all employees have the ability to maximize their potential.

Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal / property performance.

Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.

Participate in Sound Check meetings on each shift.

Always smile and offer a warm greeting to all.

Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.

Take initiative to offer assistance throughout the property.

Operate ethically to protect the Hard Rock brand.

Utilize programs designed to help Save the Planet.

Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.

Perform additional duties as requested by department managers and supervisors.

Communicate with supervisors and managers to ensure that assigned duties are completed to standard.

Coordinate operations with other departments, as needed.

Present a professional image to employees, guests, clients, owners, and investors.

Review and develop guest history records to enhance personalized service for repeat guests.

Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications :

A degree in either Business, Hospitality Management or Communication is highly recommended or an Associate Degree in hospitality or Tourism with at least two years employed as a concierge in a 4 or 5 star internationally recognize hotel group.

SKILLS

Proven experience as concierge; experience in customer service or relevant role is an advantage Proficiency in English; multilingual is strongly preferred excellent communication skills.

A concierge provides guests with suggestions for entertainment and various services within the hotel itself and in the surrounding geographical area.

Therefore, it is very important that a concierge know the area, its best restaurants, and most interesting attractions, and the other sorts of services available in the region.

Ability to read, comprehend, and write simple instructions, short correspondence and memos.

Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.

Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre / SYNXIS, Delphi, SUN, etc.).

Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.

Fluency in English : additional languages preferred.

PHYSICAL DEMANDS

Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.

Ability to make repeating movements of the arms, hands, and wrists.

Ability to express or exchange ideas verbally and perceive sound by ear.

Ability to obtain impressions through the eyes.

Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.

Ability to turn or twist body parts in a circular motion.

Ability to tolerate exposure to heat, cold, chemicals, and loud / noisy environment.

ADDITIONAL REQUIREMENTS

Understanding of lifestyle hotel products and guest services.

Ability to work evenings, weekends, and holidays, as needed.

Last updated : 2024-07-29