Concierge

Position Overview

Concierge serves as the Destination Authority Ambassador. Represents the brand and the culture of the organization during each and every interaction with the guests. He/she represents the heart and soul of luxury service and works with dedication, commitment, passion, and care to successfully deliver the brand mission at all times. We are the Destination Authority, and our mission is to guide our guests on transformative journeys that touch their spirits and enrich their lives. The Concierge provides the first and last impression for the guest and plays a vital role for the overall experience and brand image.  He/she is the most trusted individual, ready to recommend, suggest or intercept a product or service. Creates a sense of security and hospitable environment for each and every guest.

Key responsibilities

• Support the Management of the hotel to meet & exceed brand targets by consistently delivering exceptional services.
• Act and serve as the ‘’Destination Authority’’, familiar with local attractions and offerings. Provide guidance and assistance to guests to explore the destination and create authentic experiences.
• Create exclusive experiences for our guests, tailored to the purpose of stay and needs.
• Proactive, attentive, culturally, and emotionally sensitive during every interaction.
• Handle guest complaints with professionalism & care and turn around negative experiences into positive and returned stays.
• Engage, interact with guests before arrival through e-concierge service. Engage with guests during the pre-arrival process and use best judgment to understand purpose of stay.
• Engage, interact with guests within the stay, connect and coordinate with hotel operation teams or outsource partners to develop all requirements.
• Organize, plan, and execute with success guest’s special occasions. Birthday celebrations, anniversary, romantic private dinners, family-oriented gatherings, culinary adventures, or others.
• Rooming guests and engage during the rooming experience to anticipate needs or preferences. Collect relevant information as you go through and proactively arrange services for the stay based on what you learned.
• Create positive hotel image during every interaction with guests, associates, and partners.
• Maintain confidentiality of proprietary materials and information.
• Follow the company and department’s policies and procedures.
• Protect the privacy and security of guests and associates.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 
• Be conversant with fire, life, and safety procedures.