Concierge

Job Description

The Concierge is responsible for delivering exceptional, personalized service that enhances each guest's experience and reflects the hotel's luxury standards. As a trusted local expert and guest advocate, the Concierge creates a welcoming first impression, anticipates guest needs, and provides thoughtful recommendations, reservations, and personalized services. This role builds meaningful relationships with guests while serving as a liaison between the hotel, local partners, and internal departments to ensure seamless, memorable stays.

Job Responsibilities

• Provide warm, professional, and personalized service to all guests, visitors, and team members while maintaining the highest standards of hospitality.
• Welcome guests by name whenever possible and build rapport through genuine, engaging interactions.
• Anticipate guest needs by asking thoughtful questions and offering personalized recommendations and solutions.
• Maintain comprehensive knowledge of local restaurants, entertainment, cultural attractions, shopping, sporting events, transportation, and community events.
• Arrange restaurant reservations, transportation, tours, entertainment, spa appointments, business services, and other guest requests while remaining vendor neutral.
• Coordinate guest requests with Front Office, Bell Services, Housekeeping, Engineering, Security, Food & Beverage, Valet, and other departments to ensure seamless service.
• Maintain active relationships with local businesses, vendors, attractions, and community organizations to enhance guest offerings.
• Participate in local Concierge Association activities and professional networking opportunities, as appropriate.
• Maintain current listings of local attractions, transportation options, maps, brochures, and hotel information; ensure materials remain organized and fully stocked.
• Provide accurate information regarding hotel amenities, restaurants, lounges, retail outlets, operating hours, and resort services.
• Respond promptly to guest inquiries received in person, by telephone, email, or other communication channels.
• Document guest preferences, special occasions, reservations, purchases, requests, and guest history within Go Concierge or other designated systems.
• Provide personalized welcome calls or outreach to VIP guests and other designated arrivals.
• Ensure guest requests are completed accurately and followed through to completion.
• Coordinate shipping and receiving requests for guests utilizing FedEx, UPS, USPS, DHL, and other shipping providers.
• Process billing and maintain appropriate documentation for concierge services, purchases, and third-party reservations.
• Maintain accurate records and organized files related to guest requests and concierge services.
• Communicate daily hotel activities, events, VIP arrivals, and important operational information to guests and fellow team members.
• Ensure complete and accurate shift communication to promote continuity of service.
• Respond professionally to guest concerns and service recovery opportunities, escalating matters to management as appropriate.
• Maintain knowledge of hotel emergency procedures and assist during emergency situations as directed.
• Attend departmental meetings and complete all required training.
• Perform other duties as assigned.

Education & Experience

• High school diploma or equivalent required.
• Previous concierge experience in a luxury or full-service hotel preferred.
• Strong knowledge of the local area, restaurants, entertainment, transportation, and attractions.

Knowledge, Skills & Abilities

• Exceptional guest service and interpersonal skills with the ability to build lasting guest relationships.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment.
• Professional judgment, discretion, and the ability to handle confidential guest information.
• Strong attention to detail and commitment to follow-through.
• Proficiency with concierge software (including Go Concierge), Microsoft Office, and hotel operating systems.
• Ability to work a flexible schedule including evenings, weekends, and holidays.