Concierge

Conrad Hotels and Resorts•Nashville, TN

12d•Onsite

About The Position

Often one of the first points of contact for our guests, the Concierge is a critical link to guest satisfaction and an essential resource for creating memorable guest experiences. Responsibilities include warmly welcoming guests, anticipating and responding to guest needs, providing knowledgeable recommendations and directions, arranging dining, spa, transportation and local activity reservations, and coordinating with hotel departments and outside vendors to fulfill guest requests. The Concierge is also responsible for responding to and resolving guest questions, concerns and complaints while maintaining a high level of professionalism and service. This person should be comfortable interacting with guests and potential clients and possess a genuine passion for hospitality and creating personalized experiences.

Requirements

At least 18 years of age
Basic computer skills
Must be able to read, communicate effectively and have superb interpersonal skills
Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
High school diploma or GED

Nice To Haves

Work experience in the hospitality or restaurant industry
Experience with programs such as Visual One, Excel and Word
Communication in other languages is helpful

Responsibilities

Maintain a friendly, cheerful, courteous and professional demeanor at all times.
Welcome and greet guests by name whenever possible and create a personalized experience.
Engage guests to identify their needs and provide knowledgeable recommendations for dining, shopping, entertainment, transportation and local attractions.
Promote and book hotel restaurant, spa and other property amenities using effective selling techniques.
Arrange reservations for transportation, fishing trips, tours, entertainment and other local activities.
Maintain knowledge of local vendors and services and coordinate bookings based on guest preferences.
Coordinate with Bell, Front Desk, Restaurant, Spa and other departments to fulfill guest requests and ensure seamless service.
Respond promptly and accurately to guest inquiries, phone calls and emails.
Address and resolve guest questions, concerns and complaints, involving a supervisor or manager as needed.
Follow up on guest requests to ensure completion and satisfaction.
Attend team briefings and maintain clear communication with hotel departments and management.
Handle cash, credit card, currency conversions and other financial transactions accurately.
Post guest charges, process payments and assist with billing adjustments as needed.
Maintain current knowledge of hotel services, amenities and local attractions.
Perform any other responsibilities or duties that may arise.
Complete training on operating job specific systems