Concierge

Job Description

JOB DESCRIPTION

Position: Concierge                                                             Classification: Non-Exempt

Department: Front Desk                                                     Department Head: Director of Front Office

Reports to: Director of Front Office

Welcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer.

Job Summary

Often one of the first points of contact for our guests, the Concierge is a critical link to guest satisfaction and an essential resource for creating memorable guest experiences. Responsibilities include warmly welcoming guests, anticipating and responding to guest needs, providing knowledgeable recommendations and directions, arranging dining, spa, transportation and local activity reservations, and coordinating with hotel departments and outside vendors to fulfill guest requests. The Concierge is also responsible for responding to and resolving guest questions, concerns and complaints while maintaining a high level of professionalism and service. This person should be comfortable interacting with guests and potential clients and possess a genuine passion for hospitality and creating personalized experiences. 

Job Duties

• Maintain a friendly, cheerful, courteous and professional demeanor at all times.
• Welcome and greet guests by name whenever possible and create a personalized experience.
• Engage guests to identify their needs and provide knowledgeable recommendations for dining, shopping, entertainment, transportation and local attractions.
• Promote and book hotel restaurant, spa and other property amenities using effective selling techniques.
• Arrange reservations for transportation, fishing trips, tours, entertainment and other local activities.
• Maintain knowledge of local vendors and services and coordinate bookings based on guest preferences.
• Coordinate with Bell, Front Desk, Restaurant, Spa and other departments to fulfill guest requests and ensure seamless service.
• Respond promptly and accurately to guest inquiries, phone calls and emails.
• Address and resolve guest questions, concerns and complaints, involving a supervisor or manager as needed.
• Follow up on guest requests to ensure completion and satisfaction.
• Attend team briefings and maintain clear communication with hotel departments and management.
• Handle cash, credit card, currency conversions and other financial transactions accurately.
• Post guest charges, process payments and assist with billing adjustments as needed.
• Maintain current knowledge of hotel services, amenities and local attractions.
• Perform any other responsibilities or duties that may arise.

Training

• Complete training on operating job specific systems

Education

• High school diploma or GED

Specific Job Knowledge, skills & Abilities

• At least 18 years of age
• Basic computer skills
• Must be able to read, communicate effectively and have superb interpersonal skills
• Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
• Work experience in the hospitality or restaurant industry preferred
• Communication in other languages is helpful

Physical Requirements

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• Requires grasping, writing, standing, walking, repetitive motions, listening and hearing ability and visual acuity.

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Benefits:

• Position is eligible for the Northwood Investors incentive plan 
• 401k after 90 days, fully vested, company match to 4%
• Medical (3 plan choices)
• Dental (2 Plan choices)
• Vision
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Paid Time Off 
• Hilton Honors Team Member Discounts
• Northwood Hospitality Discounts 

EEO and ADA Statements

Conrad Nashville is an Equal Opportunity Employer. We support and encourage diversity in the workplace.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.