Concierge

Scope of Position

The Chef Concierge is responsible for ensuring the highest level of guest satisfaction in anticipation of arrival, throughout stay, and post departure. Manage the needs, special requests and concerns of our guests with seamless execution, professionalism and genuine care and concern. This position will oversee and maintain the hotel’s Curated Concierge program. Provide operational support, train, motivate, and recognizes team members. Oversee and implement Guest Experience initiatives and ideas.

Organizational Structure

The Concierge will report to the Director of Front Office and work with all colleagues in the Rooms department to ensure all guest needs are met and exceeded.

Duties and Responsibilities

Major responsibilities:   

• Oversee and maintain the hotel’s Curated Concierge program; handle all concierge enquiries. Includes creating guests’ itineraries, restaurant reservations, transportation, museum admissions, tours, Broadway tickets, directions, recommendations, Concierge assigned functions
• Train and motivate Guest Services team to handle Concierge requests in absence of the Chef Concierge
• Have an in-depth knowledge of activities, directions, travel time, cost, and various forms of transportation around New York City
• Maintain updated knowledge of happenings in NYC related to Concierge needs
• Develops a personalized anticipatory service for our VIP guests and communicates with our VIP guest throughout their stay. This will include, but is not limited to, assistance prior to their arrival via email or phone call with any arrangements such as transportation, reservations, rooming needs and any other requests.
• Personally, welcomes guests in VIP categories as well as repeat guests; recognizes and anticipates their individual needs.
• Handles all guest complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily, follow-up with each case on the next day with the guests and management
• Review any VIPs, riders, contracts, or resumes for the day’s arrivals
• Ensures that guest history records are accurately maintained and all repeat guest's preferences are met.
• Have a thorough knowledge of all hotel room types, facilities, and services
• Provide lateral service to the Guest Services Agents, Bell team, or other departments
• Review all arrivals for the day ensuring all special requests are met
• Review any VIPs, riders, contracts, or resumes for the day’s arrivals
• Inspect VIP rooms prior to their arrival
• Receive guest concerns and address them to and beyond their expectations following all standard operating procedures while remaining legal moral and ethical
• Genuinely engage with guests following all brand and Forbes standards
• Manages and coordinates Guests with Disabilities needs and apparatus set-up in the guest rooms, as appropriate.

Requirements

Mandatory:

• At least two years working as a Hotel Concierge at a related luxury hotel experience
• Strong writing/communication skills
• Fluent in English
• Computer literate
• Pleasant
• Outgoing
• Neat & tidy

Desirable:

• Be a member of the New York City Association of Hotel Concierges
• Be a member of Les Clefs dÓr USA
• Organized
• Leadership experience
• Diligent
• Initiative

Source: Hospitality Online

Salary : $70,000 - $75,000