Concierge

Job Overview

Luxury Rentals Miami Beach is a leading luxury vacation rental company in Miami. We match impeccable service with a diverse portfolio of luxury properties for our guests to choose from. With over 15 years of experience, we are passionate about all things travel and hospitality.

The ideal candidate will have experience in hospitality or customer experience and thrive on being responsible for delivering service excellence. Guest Relations must have strong communication skills, a solid work ethic, and the ability to provide intuitive service to pay close attention to the needs of our guests. They will be required to perform and fulfill both Front Desk and Concierge-related duties. The Guest Relations team is responsible for making sure that our guest's expectations are exceeded, and for providing the highest level of service at all times.

Responsibilities and Duties

• Share the common concept – people who believe in treating others as we would have them treat us.
• Embody and deliver the Luxury Rentals Miami Beach guest service standards. Consistently meeting these standards. Guest Relations will provide an exceptional guest experience to every guest, every time.
• Follow and provide the LRMB Guest Service etiquette standards by using luxurious language, anticipating guest needs whenever possible, handling all guest requests, and providing extreme care and sincerity when handling guest complaints and recovery.
• Provide positive guest experiences, driven by service quality and consistency.
• Maintain a precise profile on each guest so all information can be stored and accessible for all guests.
• Amenities are another large part of the Guest Relations responsibilities. The Guest Relations team will communicate all arrivals and needed amenities, including the amenity cards for each guest.
• Assist all guests with their arrival to ensure a flawless and streamlined greeting to LRMB, by offering a range of concierge services and making their experience memorable.
• In charge of leading a well-organized pre-arrival experience by following the LRMB guest journey protocol, with a primary focus on anticipating guest needs to ensure a flawless and streamlined greeting to the company.
• All steps of the Guest Journey – Arrival experience, are executed in the timeframe for which they were made.
• Work with all LRMB preferred vendors for any concierge services that come up with guests’ requests.
• Ensure each unit is ready and verified for guest check-in prior to guest arrival and room orientation, per guest journey – arrival experience protocol.
• Ensure the requests from the guests during their stay are always addressed promptly.
• Responsible to collect all pertinent information required to action any guest requests, being well prepared, and to fulfill the requests to the best of your ability and ensure a flawless in-house experience.
• Execute a well-organized departure experience with a primary focus on anticipating guest needs and following the LRMB departure experience protocol.
• All steps of the Guest Journey – Departure Experience are executed in the timeframe for which they were made.
• Recognize all kids who stay at LRMB by creating a kid-friendly atmosphere and following the LRMB pre-arrival protocol, ensuring all kid amenity items are available for kids’ arrival.
• Recognize all pets who stay at LRMB by creating a pet-friendly atmosphere and following the LRMB pre-arrival protocol, ensuring all pet amenity items are available for pet arrival.
• Participate in LRMB pre-shift meetings to be updated daily on the current status of all LRMB guests and Guest Relations arrivals and departures agendas.
• Continuously strive to improve skills and increase knowledge.
• And any other duties needed to help fulfill our Mission and abide by our Organization’s Values.

Skills & Qualifications

• Excellent interpersonal and communication skills, both in-person and by telephone.
• Must be fluent in English, both written and verbal.
• Ability to learn multiple computer software and accurately input information into the systems.
• Ability to work cohesively with colleagues both within and outside of the department.
• Ability to prioritize, organize and follow up efficiently.
• Previous hotel, Front Office, or Concierge experience is strongly preferred.
• Must be able to work flexible shifts as needed - days, evenings, weekends, and holidays.
• Extensive knowledge of local hot spots, restaurants, and attractions is preferred.
• Observant and detail-oriented, able to coordinate and multi-task job duties in a busy environment.
• Must possess a professional demeanor and presentation and be personable and enthusiastic.
• Strong organizational skills, with the ability to work independently.
• Ability to function under pressure, set priorities, and adapt to changing conditions.
• Requires attention to detail and accuracy.
• Must have access to reliable transportation.

Ideal Candidate Possess

• Previous 1-2 years’ experience as a Hotel Concierge or Guest Relations management
• A high degree of analytical abilities
• Exceptional Computer skills