Concierge

The Dewberry Charleston•Charleston, SC

13d•Onsite

About The Position

The Concierge holds the keys to our cherished Charleston. The Concierge department ensures the highest level of personalized, friendly, and outstanding guest service that exceeds expectations. To be successful in this role, he or she must encompass a willingness to serve and consistently demonstrate The Dewberry’s service standards.

Requirements

High school diploma/GED required.
One year of hotel/hospitality operations experience.
1+ years of customer service experience.
Excellent verbal and written communication.
Excellent organizational and time management skills.
Ability to handle difficult customers and utilize exceptional guest recovery skills to ensure guest satisfaction.
Excellent data entry and computer skills, with a strong knowledge of Microsoft Office.
Ability to work positively in a team environment.
Availability to work weekends, nights, and/or holidays as business levels require.
Ability to lift, pull, and carry up to 50 lbs.
Ability to walk and stand for extended periods.
Ability to bend, stoop, or kneel to access files.

Responsibilities

Welcome guests in a warm and enthusiastic manner, always using the guest’s name.
Provide detailed advice and recommendations to guests regarding the hotel and the Charleston area.
Stay current on local events, attractions, and happenings in Charleston.
Promote hotel outlets, including the restaurant, bars, the Dewberry Spa, and the Dewberry House Cars to all guests.
Make restaurant and tour reservations upon request.
Anticipate guest requirements and requests in order to satisfy them efficiently and promptly.
Research and coordinate arrangements for guests’ special requests.
Respond to guest requests in under 24 hours, and always follow up to ensure satisfaction.
Correspond with guests in person, over the phone, and via email in a professional, clear, and concise manner.
Monitor guest requests through the hotel’s work order system, “ALICE,” and ensure completion.
Work closely with the hotel’s Guest Services team to schedule and arrange Dewberry transportation services.
Develop and maintain positive working relationships with others to help reach common goals.
Oversee Dewberry Bikes Program.