Concierge

Aston Carter•Honolulu, HI

1d•Onsite

About The Position

The Concierge / Guest Service Representative provides a welcoming, luxury lifestyle experience for all guests and tenants of a premier property. This role greets and assists visitors in a courteous and efficient manner, manages guest access in accordance with building protocols, and serves as a knowledgeable resource for property offerings, events, and local amenities. The position requires a strong customer service focus, excellent communication skills, and the ability to work both independently and as part of a collaborative host team in a fast-paced environment.

Requirements

Proven customer service orientation with a strong commitment to guest satisfaction.
Ability to work independently with minimal supervision while maintaining high service standards.
Ability to communicate effectively in person, by phone, and through email, and to collaborate successfully with a team.
Strong attention to detail in handling guest check-ins, communications, and building protocols.
Ability to perform front desk and reception duties, including administrative and clerical support.
Capacity to work effectively in a fast-paced environment while serving a broad range of clientele.
Experience in customer service, front desk, administrative support, clerical work, or receptionist roles.
Strong event planning skills to support and promote property and center-wide events.
Bilingual skills are a plus, with Japanese and Korean language abilities preferred.
Outgoing, upbeat, and friendly demeanor, with the ability to quickly understand which services are most appropriate for each guest.
Strong knowledge of the mall and local community, including modes of transportation, dining, lodging, and attractions.
Demonstrated pride in and ownership of the success of the host or concierge team.

Nice To Haves

Bilingual skills are a plus, with Japanese and Korean language abilities preferred.

Responsibilities

Greet and assist all guests and property personnel in an efficient, courteous, and professional manner upon arrival and throughout their visit.
Deliver consistently helpful and friendly service, taking pride in creating a positive and memorable experience for every guest.
Define, communicate, and maintain high standards of guest service at all times, ensuring a luxury lifestyle experience for all visitors.
Provide a premium guest experience for all property visitors whether they are on-site or reaching out via phone, email, or digital channels.
Sign in all authorized visitors in accordance with the policies, rules, and regulations established by building management and tenants, ensuring all guests are properly authorized to enter.
Maintain a strong and up-to-date knowledge of the property’s offerings and amenities, guiding guests to appropriate showrooms, dining options, and other destinations within the property.
Inform guests about and suggest opportunities to participate in center-wide retailers’ offerings, promotions, and events to enhance their visit.
Anticipate guest needs by observing their mood and style, identifying appropriate services and solutions before guests ask for assistance.
Develop strong working relationships with building management, showroom tenants, other building service providers, retailers, and nearby businesses to coordinate high-quality service.
Answer and respond promptly to tenant phone calls and emails throughout the day, providing assistance and information as needed.
Offer clear guidance and information to tenants and visitors regarding building facilities, services, and general inquiries.
Ensure familiarity with building management and security protocols, directing issues and concerns to the appropriately designated management or security personnel.
Develop and maintain professional relationships with key employee and tenant contacts at the property to support seamless communication and service.
Demonstrate ownership of the success of the host team by actively supporting team goals and collaborating to improve guest services.
Use detailed knowledge of the mall and local community, including transportation, dining, lodging, and attractions, to make tailored recommendations to guests.
Accommodate and communicate effectively with a broad range of clientele, adapting service style to meet diverse needs and expectations in a fast-paced environment.