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Form of workAbout us:
Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica as the first destination in the Americas.
Poised to open in 2024, Regent Santa Monica Beach will usher in a new era of extraordinary experiences to the California coastline. The resort will set a new standard for modern upper luxury, bringing a fresh perspective to beachfront splendor and effortlessly bold experiences to become an iconic destination.
Regent Santa Monica Beach is set on a coveted coastline location, steps from the famed Santa Monica Pier. The resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous and tranquil rooms and suites, along with a stunning beachfront pool deck with multiple pools and a destination spa and wellness center. Additionally, Regent Santa Monica Beach will welcome guests from near and far with unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.
Job Summary:
As the Chef Concierge, you will be an integral part of our world-class hospitality team, responsible for orchestrating impeccable guest services. Your role is to ensure that each guest's stay exceeds expectations by providing personalized assistance and anticipating their needs. You will be a key leader responsible for overseeing and elevating the concierge department to new heights of excellence. This role requires strategic thinking, exceptional leadership skills, and a passion for delivering unparalleled guest experiences.
A little bit about your day:
Reporting to the Director of Guest Experience, every day is different, but you will mostly:
- Attend daily shift briefings.
- Develop and implement a strategic vision for the concierge department in alignment with the overall guest journey and service standards.
- Lead, mentor, and inspire a team of concierge professionals to deliver exceptional service.
- Foster a culture of excellence, creativity, and continuous improvement within the concierge team.
- Recruit, train, and develop a high-performing concierge team.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a collaborative and positive work environment within the concierge department.
- Develop and optimize standard operating procedures for the concierge department.
- Complete the Concierge checklist during your shift and notify the Director of Guest Experience of any discrepancies or challenges.
- Provide a warm and genuine welcome to guests, creating a positive first impression and setting the tone for the guest's journey.
- Act as a personal concierge, assisting guests with reservations, booking activities, arranging transportation, and providing recommendations for local attractions, dining, and entertainment options.
- Serve as a butler for designated VIP guests, attending to their every need, including packing and unpacking, garment pressing, shoe shining, and ensuring their accommodation is beautifully presented and well-maintained.
- Develop and maintain relationships with local vendors, ensuring access to exclusive experiences and offering tailored recommendations to meet guests' preferences.
- Coordinate and facilitate special requests, such as arranging surprise celebrations, organizing private tours, or obtaining hard-to-get event tickets.
- Respond to guests' inquiries promptly and accurately, striving to exceed their expectations in every interaction.
- Maintain an up-to-date knowledge of hotel facilities, services, and promotions, effectively communicating this information to guests and encouraging their utilization.
- Assist with arrivals and departures when necessary, ensuring a seamless and efficient process.
- Coordinate with various hotel departments to ensure that guest requests and preferences are fulfilled promptly and accurately.
- Collaborate with the Guest Experience team to enhance the guest journey, ensuring smooth processes and offering personalized amenities and surprises.
- Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
- Enter all guest requests and complaints in the KYC system and follow up accordingly.
- Respond and resolve guest complaints or concerns, escalating issues to the Director of Guest Experience if necessary and following up to ensure complete guest satisfaction.
- Handle any special requests or arrangements, such as arranging floral deliveries, special occasion celebrations, or personalized amenities for VIPs.
- Maintain a comprehensive database of guest preferences in KYC, ensuring that individualized service is provided during each visit and fostering a sense of loyalty from guests.
- Stay updated on the latest local events, attractions, and happenings, facilitating access to desirable tickets and making arrangements as requested by guests.
- Act as a liaison between guests and the hotel staff, promoting effective communication and collaboration to ensure the smooth operation of guest services.
What We need from you:
- Active membership in the Los Angeles Concierge Association is preferred.
- Significant experience in a hotel Lobby Concierge role within a luxury property, with a proven track record of providing exceptional service.
- A high school diploma or equivalent is required; additional certification in hospitality management or a related field is preferred.
- Exceptional interpersonal and communication skills, with the ability to interact effortlessly with high-profile guests.
- In-depth local knowledge and a passion for staying updated on current trends and attractions.
- Strong local area knowledge, including attractions, restaurants, entertainment venues, and transportation options.
- Flexible schedule, able to work mornings, evenings, weekends, and holidays.
What you can expect from us:
The hourly pay range for this role is $30.00 to $33.65. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. This position is eligible to participate in the Company’s Bonus Plan. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A colleague’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that is allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
Join us and you’ll become part of the global IHG family – and like all families, all our colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.
In return, we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.
