Concierge

The Townsend Hotel•Birmingham, MI

13d•$18

About The Position

The Concierge will have astounding knowledge of local businesses, clubs and contacts to our guests. The ideal candidate will be able to personalize recommendations and services to guest needs and requests.

Requirements

Must be able to see computer screens, data reports, and other documents.
Must be able to hear well enough to communicate with co-workers, associates and customers, and attend meetings.
Requires walking, standing, and sitting for extended periods of time.
Must have free movement of hands for typing and lifting.
Must be able to lift 20+ pounds infrequently.
Requires knowledge of the hotel business policies, procedures and services.
Must possess the ability to communicate positively with guests and co-workers.
Must be able to work with differing computer software, including but not limited to: Microsoft Excel, Microsoft Word, Hotel property management systems, and other concierge software.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
Must have knowledge of the Metro-Detroit area, local attractions, sporting teams, concert venues, dining and shopping options etc.
Must be able to professionally represent the hotel.
One year of experience in the hospitality industry or equivalent.

Nice To Haves

Bachelor degree preferred.

Responsibilities

Ability to retain an astounding knowledge of local businesses, clubs, and contacts.
Make restaurant reservations, recommend local social attractions, set up travel reservations or transportation, arrange for visits to spas or salons, or even procure tickets to special events.
Required to acknowledge all guest requests and execute to the best of the hotel’s ability.
Promptly greet guest in a warm, professional and friendly manner as they arrive and act as lobby ambassador.
Expected to be an expert on the local area by answering any guest inquiries regarding the city, events, and attractions.
Handles all requests and services for guests, arranges and follows up on reservations which include but are not limited to; transportation, shows, events, spa, golf tee times, restaurant reservations, flowers and other arrangements for special occasions.
Provides complete and exceptional assistance, service and direction, learns repeat guest and VIP preferences and ensures they are delivered beyond guests and company expectations each and every time by personally coordinating with proper departments.
Assists and supports department and division employees and management to deliver an exceptional overall guest experience.
Coordinate dropped off gift bags.
Coordinate any inbound mail, packages and log accordingly.
Update VIP reports and distribute via email to all employees.