Concierge

HOUSTONIAN CAMPUS LLC•Houston, TX

5d•Onsite

About The Position

The Concierge is responsible for building relationships with our guests prior to arrival, during their stay and even after they have checked out. The concierge is an expert on all hotel services and products able to curate customized experiences for each guest. The concierge also plays a huge role as ambassador to the City of Houston making recommendations on sights, restaurants, activities, attractions and events in town. The concierge assists and collaborates with several other departments to execute creating luxury experiences. The concierge assists with any guest requests and uses creative problem solving when guest issues arise to build strong guest relationships. The concierge receives many requests which may be vague and must try to figure out the best and all options of possible solution to create value to a guests stay. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

Requirements

A High School Diploma or equivalent is required.
Must work well in a fast-pasted environment with high pressure and/or stressful situations.
Excellent verbal and written communication skills.
Must be poised and composed with ability to remain guest-focused and resolve issues quickly and accurately.
Must be able to multi-task and handle multiple priorities effectively, with strong attention to detail.
A high level of communication skills is required as this position is responsible for communicating frequently with many other departments to assist with guest requests.
Organizational skills are crucial to ensure all times, locations and people involved are aligned.
Must have the ability to speak, read and write fluently in English.
Hours required: Scheduled days and hours vary based on departmental needs.
Must be able to meet the following minimum physical requirements for at least an eight-hour shift: Physical Stamina: Physical requirements of this position include having the ability to: sit for extended periods of time, stand and walk, see and read a computer screen and printed matter with or without vision aids, enter data into computer, operate standard office equipment, use a telephone, hear and understand at normal levels and on the telephone, speak so that others may understand at normal levels and on the telephone, stoop, reach overhead, grasp, push, pull, move or lift up to 30 lbs. on an occasional basis.
Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers.
Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.
Literacy: Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.
Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.

Responsibilities

Regularly use anticipation and adaptability to customize guest experiences.
Main point of contact and communication with guests throughout stay.
Book transportation, arrange amenities, flowers, balloons, surprise gifts and any request a guest may have for enhancing their stay.
Teamwork using excellent communication and organization with several other departments, 3rd party vendors, outside planners.
Must have excellent awareness of services, products, events, and hotel happenings.
Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism.
Take ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships.
Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings.
Assist reservations in booking hotel room reservations while guiding future guests on best room product and hotel activities that meet their specific needs.
Assist monitoring our fire safety systems and executing emergency procedures.
Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby.
Assist with housekeeping, valet, room service, and other departments’ duties.
Ensure compliance of all Front Office standards, procedures, and services.
Required to work varying schedules, including nights, weekends, & holidays.
Other duties as assigned.