Concierge

Glass Light Hotel & Gallery•Norfolk, VA

26d•Onsite

About The Position

The Concierge is responsible for efficiently coordinating various services related to the guests visit and provides information about the hotel and the local vicinity in the hotels continuing effort to deliver exceptional guest service and financial profitability.

Requirements

Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure
Must be knowledgeable of the various services within the hotel and in the surrounding geographical area

Nice To Haves

Prior hospitality experience is preferred
high school diploma and/or equivalent work experience preferred, but not required.

Responsibilities

Welcome guests warmly upon arrival, introduce yourself as their personal concierge, and offer assistance with luggage, transportation, and other immediate needs.
Provide personalized recommendations and assistance to guests regarding dining options, entertainment venues, shopping destinations, sightseeing tours, and other local attractions and services.
Arrange reservations, tickets, and transportation for guests, including restaurant bookings, concert tickets, theater shows, and airport transfers, ensuring seamless coordination and timely delivery.
Serve as a knowledgeable resource for guests, providing information about hotel facilities, services, policies, and amenities, and answering inquiries accurately and professionally.
Maintain up-to-date knowledge of local events, festivals, exhibitions, and cultural activities, and proactively inform guests about opportunities for entertainment and exploration.
Communicate effectively with guests, colleagues, and external partners via phone, email, and in-person interactions, and follow up promptly to address requests, inquiries, and feedback.
Maintain the cleanliness, organization, and visual appeal of the concierge desk and surrounding area, including the display of brochures, maps, and promotional materials.
Ensure that the concierge desk is staffed and operational during scheduled hours, and provide coverage during peak periods or when other team members are unavailable.
Manage guest requests and tasks efficiently and prioritize based on urgency and importance, utilizing available resources and support to meet or exceed guest expectations.
Build rapport and establish positive relationships with guests by demonstrating genuine interest, empathy, and attentiveness to their needs, preferences, and feedback.
Proactively engage with guests throughout their stay to anticipate their needs, offer assistance, and enhance their experience with personalized gestures, amenities, and surprises.
Solicit feedback from guests about their experience and satisfaction levels, and use this input to continuously improve service delivery and exceed guest expectations.