Hotel Concierge

Hotel Concierge
Pay Rate: $34.00/HOUR
Job Description:
At Casa Cipriani, you are responsible for delivering exceptional personalized services to guests, ensuring their utmost satisfaction during their stay. You will be the face of our establishment, providing a seamless and unforgettable experience tailored to each guest's unique preferences and needs. Your role involves anticipating guest requirements, coordinating their requests, and offering expert recommendations and assistance to enhance their overall stay.
Essential Functions and Responsibilities of the job include but are not limited to:

• Welcoming guests by creating a warm, hospitable atmosphere upon their arrival.
• Provide exceptional personalized service to guests, ensuring their satisfaction throughout their stay.
• Anticipate and exceed guest expectations by offering attentive and personalized assistance.
• Have a thorough knowledge of the property's facilities, amenities, and services, and effectively communicate this information to guests.
• Assist guests with check-in and check-out processes, ensuring efficiency and accuracy.
• Respond to guest inquiries promptly, providing accurate information and resolving concerns professionally.
• Develop and maintain an extensive knowledge of local attractions, restaurants, entertainment venues, and cultural events.
• Offer expert recommendations to guests and make reservations for dining, entertainment, transportation, and special experiences.
• Create customized itineraries and arrange excursions based on guest preferences.
• Coordinate transportation services, including airport transfers, car rentals, and private drivers.
• Assist guests with event planning, such as arranging catering, floral arrangements, and venue reservations.
• Recognize and prioritize VIP guests, providing an elevated level of attention and service.
• Maintain guest profiles and preferences to personalize their experience during future visits.
• Arrange for special amenities, room decorations, or personalized welcome gifts for guests.
• Coordinate and organize special occasions and celebrations, such as birthdays, anniversaries, and proposals.
• Handle guest complaints and concerns efficiently, finding effective solutions to ensure guest satisfaction.
• Collaborate with other departments to address guest issues and ensure smooth operations.
• Act as a liaison between guests and management, relaying feedback, and suggestions.
• Stay updated on the property's offerings, promotions, and services.
• Conduct regular inspections of guest areas to ensure cleanliness and adherence to luxury standards.
• Familiarize yourself with safety protocols and emergency procedures.
• Utilize computer systems and software proficiently, including reservation and guest management systems.
• Work independently and as part of a team, always maintaining professionalism.
• Demonstrate excellent problem-solving and conflict resolution skills.
• Willingness to work flexible hours, including weekends and holidays.

Qualifications:

• Education: A high school diploma or equivalent is typically required, though a bachelor's degree in hospitality management, business administration, or a related field may be preferred.
• Work experience: Several years of experience in the luxury hospitality industry, particularly in a front office or guest service role, is usually required.
• Customer service skills: Excellent communication and interpersonal skills, as well as a strong customer-focused approach, are critical in ensuring guest satisfaction.
• Technical skills: Proficiency in computer systems and software, including property management systems (PMS), central reservation systems (CRS), and Microsoft Office, is important.
• Organizational skills: The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail is crucial.
• Problem-solving skills: The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure is necessary.
• Leadership and teamwork: A strong ability to lead and motivate front office staff, as well as work collaboratively with other departments such as housekeeping, food and beverage, and maintenance, is essential.
• Professionalism and integrity: A professional demeanor, strong ethical standards, and the ability to maintain confidential information is expected.
• Mentorship and training skills: The ability to mentor and train front office staff, and provide coaching and feedback, is desirable.
• Flexibility and adaptability: The ability to work in a fast-paced environment and adapt to changes in policies and procedures is important.
• Ability to work overnight, weekends, and holidays.
• Ability to stand or walk for long periods of time.
• Must be able to lift, push, and pull items up to 40 pounds.

All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job description is an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested. 
 

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