Job Summary: The Concierge is meant to be the primary person in the hotel who is available to give the guests a key to the city.
Concierge are warm and welcoming ambassadors who assist guests in finding activities and transportation during and leading up to their visit.
The activities can range from tours and museum visits to restaurant reservations and amusement park tickets.
The Concierge desk also assists with the shipping, receiving, and organization of guest packages during their visit.
The Concierge Team receives requests by email, over the phone, and in person.
These requests often begin before the guests arrive for their visit.
The primary focus of the Concierge is always the guest experience and how it can be enhanced.
Primary Duties:
- – Create wonderful experience for our guests
– Welcome guests upon entrance
– Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
– Answer the phone and make reservations, take and distribute messages or mail and redirect calls
– Assist guests with transportation
– Assists guests with purchasing tickets
– Assist guests with Restaurant Reservations
– Assist guests with city maps and directional assistance
– Assist in problem resolution and recovery efforts
– Sell the in house outlets at the hotel to all guests
– Handle packages being sent to and from hotel guests
– Assisting guest with travel arrangements
– Sending and receiving guest faxes
– Sending and receiving guest emails and third party emails
– Resolving guest issues whenever necessary
– Perform office duties on a temporary basis when needed
– Carry out unusual requests such as searching for hard-to-find items and arranging for exotic services
– Engage in the implementation of all Sofitel Standards
– Exude a professional and luxury demeanor at all times
Secondary Duties:
- – Assist with PBX phone operation when busy
– Lobby duty (greeting and engaging guests)
– Assist in keeping public areas tidy at all times
– Promote and enroll guests into our loyalty program, “Le Club”
– Input and track guests requests through the “HOTSOS” program
– Maintaining the Hotel Business center
– Work directly with front office to assist with guest requests and issues
Knowledge, skills and experience required:
- – Concierge, Hospitality or Customer Service experience
– Fluent English Language
– Knowledge of the Luxury Environment
– Experience with a Hotel Operating System
– MS word, excel, Outlook
– Ability to type at least 60 wpm
– Able to stand at least 8 hours a day
Typical Working Conditions:
Spends majority of their shift standing at the concierge desk or lobby. Frequent lifting of boxes and occasional luggage.
Occasionally outside of hotel main entrance where they could be exposed to high temperatures.
Equipment Used:
(List all manual and automated equipment used in the course of performing job duties)
Opera, HotSOS, IPAD, Internet, Fax/Photo Copy, Email
Essential Physical Tasks:
(List all physical tasks encountered in performing job duties.)
Moving or lifting packages, constant standing and walking